Customer Experience Process Analyst Schneider Electric

6.0 - 10.0 years

0 Lacs

karnataka

On-site

As a Customer Feedback Management Specialist, you will be responsible for creating a seamless process for managing customer feedback. This includes ensuring the availability of contact details, mapping touch point owners in the system, and moving towards sentiment analysis. You will integrate data and pinboard in ThoughtSpot from various sources like bFO and Medallia, identifying low signals from customers. Your role will involve conducting data analysis using Customer Voice Tool to initiate Customer Experience and Corrective actions based on survey results. You will be monitoring alerts in Customer Voice, proactively connecting with Alert Owners, and ensuring 100% closure before the due date. For the purpose of Get Failure Support surveys, you will download multiple reports from bFO, consolidate them, and upload them to OneDrive folder. Additionally, you will analyze contacts without email addresses, share this information with stakeholders to update the email addresses in bFO, and upload the data to the BOX folder. Verifying contacts tagged in bFO by downloading data from Tableau reports for the Get Delivery Support touchpoint survey will also be part of your responsibilities. You will monitor contacts sent for surveys in Automated flow for Get Quotation support, identify gaps, and resend surveys manually if needed. Sending SMS through Gupshup to follow up with customers for surveys across all touchpoints is another task you will handle. Supporting during OES survey by tagging contacts in bFO and verifying contact numbers provided are in the correct format will be crucial. You will be responsible for calling back customers to verify email addresses for bounced survey statuses and updating them in bFO. Additional tasks include sentiment analysis and topic tagging correction in Medallia and coordinating with stakeholders for Living Lens interviews and conducting customer interviews. Qualifications: - Graduate with 6+ years of experience in Quality, Customer Services, Analytics, and AI Location: - IN-Karnataka-Bangalore Schedule: - Full-time Unposting Date: - Ongoing,

Posted 2 weeks ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.