Customer Experience Analyst

Randstad is looking for a Customer Experience Analyst on behalf of ZeniΘ, the 1st provider of integrated energy in Greece, with natural gas and electricity!

If you:

✓ Have excellent communication skills  

✓ Have previous professional experience in a similar role

✓ Have the ability to work in a fast-paced environment

✓ Want to develop your career by joining a leading company like ZeniΘ

then this role as a Customer Experience Analyst is what you are looking for!

The Customer Experience Analyst will be responsible for the below:

• to investigate and identify the root causes of customer issues or dissatisfaction & collaborate with relevant teams to address and resolve underlying problems in order  to provide excellent customer experience & maintain client confidence and loyalty
• to ensure seamless end-to-end operational experiences for customers
• to identify gaps or inefficiencies in processes related to customer operations and to drive initiatives for improvement
• to analyze customer interactions, including complaints, with a focus on prompt resolution and exceptional service delivery
• to analyze customer data, including feedback, interactions, and performance metrics, to identify trends, patterns, and areas for improvement
• to create reports and dashboards to visualize data and provide insights into customer behavior, satisfaction, and loyalty
• to monitor the effectiveness of the applied strategies
• to provide feedback to the Head/Manager on daily/weekly basis
• to suggest actions to improve customer service and identify opportunities for growth
• to document changes to processes and providing training materials to support implementation of new CX initiatives
• to create, update, develop, maintain, manage and distribute Operational Guides, User’s Manuals, Informational documents and training material for the Sector (Content Management)
• to maintain and update the Knowledge Library
• to develop and maintain robust process documentation, to support efficient operations

The ideal candidate should have the below for the Customer Experience Analyst:

• BSc degree in Business Administration, Marketing or relevant field
• A post graduate degree would be a plus
• At least 5 years of work experience in a similar position
• Computer literate (MS Office)
• Knowledge of CRM systems will be an advantage
• Very good knowledge of the English language
• Strong organization skills with the ability to manage multiple priorities
• Ability to work independently
• Strong ability to analyze data, identify trends, and draw meaningful conclusions
• Excellent communication skills both oral and written
• Customer oriented attitude
• Problem solving skills
• Attention to details
• Ability to understand the needs of the customer
• Excellent written and verbal communication skills for reporting, presentations, and collaboration
• Ability to deliver projects and answer inquiries on time

ZeniΘ offers the following benefits to the Customer Experience Analyst:

• Competitive salary and benefits package upon qualifications
• Private medical insurance
• Private pension plan
• Monthly ticket restaurant, besides the salary package
• Specific educational package for every job role, financed by the company
• Monthly wellness allowance
• Employees’ discount program on company’s products (gas & electricity)
• Hybrid model of work
• Welcome pack with all the necessary IT equipment
• Multinational, friendly, and free of any kind of discrimination working environment
• Career growth opportunities upon performance appraisal

ZeniΘ is committed to providing a safe, flexible and respectful environment for all employees and clients, free from all forms of discrimination, bullying and sexual harassment. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best, regardless of race, ethnicity, color, religion, creed, gender, pregnancy, national origin, nationality, age, physical and mental disability, marital status, sexual orientation, and any other characteristic.

If you believe your profile could be a good match for the Customer Experience Analyst role, apply now!

For more information you can contact Eleni Karageorgou Monday to Friday at +306955691829 from 09:00 - 16:30.

Please note that for transparency and equity reasons, only those applications made online via our site will be assessed. After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. All applications are considered strictly confidential.