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    Customer Experience Analyst - Lagos, Nigeria - Alpha Mead Group

    Alpha Mead Group
    Alpha Mead Group Lagos, Nigeria

    Found in: beBee S2 NG - 1 week ago

    alpha mead group background
    Full time
    Description

    ABOUT THE COMPANY

    Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

    Working with local and international technical partners, our operational approach is to help our customers achieve business process efficiency, people productivity, environmental responsibilities, and better bottom line performance by blending our technical competence with the local capacities in the markets where we operate.

    From Nigeria to Ghana, Cameroon to Senegal, South Africa to the UAE, and more than 10 other African countries; we combine the ease of technology, our knowledge of the local environments, and understanding of global best practices to deliver total real estate solutions that help you make real difference in the things that matter to you.

    Whatever your needs are in the total real estate value chain; whether optimizing your Real Estate operational costs, seeking to bridge Africa's widening housing gap, or improving healthcare delivery and administration; we have developed the capacity for limitless opportunities and possibilities. With us, you will make the real difference.

    Click on the links below to view our Quality Health, Safety & Environment Policy State:

    JOB SUMMARY

    QualificationsFirst Degree in any discipline from a reputable institutionMinimum of two years of experience as a Customer Experience Analyst in a corporate environmentExperience working in a real estate environmentExcellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate Ideal candidate must possess an Analytical Mindset:Knowledge of CRM tools is requiredAdditional Information:Ability to work independently and in a team-oriented environmentCan work independently, especially in handling business challenges.Outstanding organizational and time-management skillsStrong organizational and time-management skillsStrong problem-solving skills and ability to identify areas of improvement

    RESPONSIBILITIES

    Data Analysis:Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.Utilize data analytics tools to extract meaningful insights for set dataFeedback Collection and Analysis:Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactionsAnalyze feedback to understand customer sentiments, preferences, and pain points.Customer Journey Mapping:Create and maintain visual representations of the customer journey, including touchpoints and interactions.Identify opportunities for improvement in the customer journey.Root Cause Analysis:Investigate and identify the root causes of customer issues or dissatisfaction.Collaborate with relevant teams to address and resolve underlying problems.Performance Metrics:Establish and monitor key performance indicators (KPIs) related to customer experience.Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.Cross-Functional Collaboration:Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.Communicate customer insights and advocate for customer-centric practices.

    REQUIRED SKILLS

    Document and archive management, Answering telephones and call management, Calendar management, Meeting preparation

    REQUIRED EDUCATION

    Bachelor's degree

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