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Customer Centricity Support Analyst

Cemex

4 - 9 years Dubai - United Arab Emirates

Bachelor of Technology/Engineering(Computers). Any European National, Any Arabic National, Indian, Filipino


, Posted on March 11, 2018 1 Opening

Job Description

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JOB PURPOSE:

Under the direct supervision of the Customer Centricity Manager, the candidate will constantly support in developing, reviewing and monitoring the end to end customer journey experience and implementation of business rules and policies for continuous improvement.

DUTIES AND RESPONSIBILITIES:

Development & continuous improvement of the customer journey experience program within the organization.

 Trains & communicates to create a customer centric culture

Conducts one to one meetings and shares/communicates progress report on a regular basis

Participates in the Customer Centricity recognition/awards program as well as in the BU Customer Service Committee.

Standardizing KPI’s for monitoring performance / Reviewing of KPI’s methodology for improvement / Application of KPI’s results for Customer Experience improvement

Implement, manage and tracks Employee / Customer experience program spend against budget

Maintains required standards of the conduct rules at all times in accordance with prevailing regulatory requirements.

Maintains full awareness and conformance to the Risk Management.


Industry Type : Construction / Civil Engineering
Functional Area : Engineering

Desired Candidate Profile

MINIMUM REQUIREMENTS:

Education / Professional Experience :

•Bachelor’s Degree in Information Technology, Engineering or any related profession
•At least 4 years working experience on the same field
•English language proficiency is a must (Hindi / Arabic language will be an advantage)

Job Specific Competencies :

•Expertise in Software & Data Mining/Data Analysis
•Expertise in KPI Development & Monitoring
•Expertise in Manipulation of Data and Programming languages
•Advanced knowledge of MS Office – (Macros)
•Visual Basics
•Experience of Customer Satisfaction measurement, interpreting data, report writing and converting into actions
. Knowledge in SAP CRM Applications
. Knowledge in internal and external customer requirements

Personal Attributes :

•Customer centric
•Detail-oriented, well organized and responsible with an aptitude in problem solving
•Team player with high level of dedication
•Excellent Verbal & written communication skills
•Strong personality with the ability to develop & maintain relationships both for internal & external customers
•Ethical and high compliant to policies and with high standard of integrity in all business dealings

Anyone interested to apply must send their CV's to juanita.ege@cemex.com no later than 15th March 2018. All candidates will go through a selection process that involves interviews and assessments.

Keywords

Customer Centricity Support Analyst Support Analyst Customer Support Support analysis Data Analysis KPI Development SAP CRM

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Cemex

We are a global leader in the building materials industry that provides high-quality products and reliable service to customers and communities worldwide. We aim to serve the needs of our customers and create value for our stakeholders by becoming the world's most efficient and innovative building m aterials company. - See more at: http://www.cemex.com/AboutUs.aspx#sthash.uNmP2GMu.dpuf
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