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Customer Service Analyst - Customer & Technology - Egypt

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Job Number:
4572600
Work type:
Permanent - Full Time
Location:
Egypt
Categories:
Mid-Senior Level

Job Purpose: 

The analyst will support the program by managing customer recruitment for, ensuring visit acceptance, and communicating feedback to stores. This role plays a critical part in connecting stores and shoppers, ensuring smooth execution and alignment with program goals. 

 

Accountabilities (but not limited to):

Recruitment: 

• Identify and recruit suitable customers to participate as shoppers. 

• Maintain a pool of diverse shoppers to cover all target markets and demographics. 

 Visit Scheduling: 

• Create and manage the schedule for shopping visits across the MENA region. 

• Coordinate with shoppers and stores to ensure timely execution of visits. 

• Monitor visit completion and reschedule missed or delayed visits. 

 Visit Coordination: 

• Confirm shopping visits, ensuring shoppers understand program requirements and expectations. 

• Verify visit completion and provide support to mystery shoppers as needed. 

 Feedback Communication: 

• Act as a liaison between stores and the program, ensuring timely communication of visit feedback. 

• Address store concerns related to mystery shopping results and escalate unresolved issues to the CX Metrics Manager. 

 Data Management: 

• Maintain accurate records of shopper profiles, visit details, and feedback communications. 

 Problem Resolution: 

• Address scheduling conflicts, delays, or other issues that arise during the execution of visits. 

 

Competencies – Functional (job specific):

  • Strategy: Foundational understanding of CX strategy to support the development of meaningful insights and recommendations. 
  • Project Management: Ability to manage smaller tasks within larger projects, such as preparing detailed CX reports and tracking progress.
  • Communication & Negotiation Skills: Clear and concise communication skills to share insights with managers and collaborate with peers.
  • Consulting Background: Basic analytical and problem-solving skills to suggest actionable insights based on customer data. 
  • Research Skills: Strong research capabilities to gather, analyze, and interpret customer feedback and performance data. 

 

Qualifications: 

Bachelor’s degree in Business, Marketing, or a related field.

2-3 years of experience in customer experience, retail operations, or program coordination. 

Proficient in English and Arabic. 

Use of Technology:

  • Microsoft Office.
  • Data Analysis: Excel, SQL (for analyzing and processing data). 
  • Visualization Tools: Tableau, Power BI (for creating actionable reports). 
  • VoC Platforms: Medallia, Qualtrics (for gathering and interpreting feedback). 
  • CRM Systems: Salesforce, HubSpot (for customer relationship tracking). 
  • Mystery Shopping Tools: Shopmetrics, Sassie Mystery Shopping (for analyzing mystery shopping outcomes). 

General Abilities: 

  • Strong communication, organizational skills and analytical thinking.
  • Experience in recruiting or coordinating teams. 

Advertised: Egypt Daylight Time
Applications close: Egypt Daylight Time

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