Customer Service Analyst - Customer & Technology - Egypt

Customer Service Analyst - Customer & Technology - Egypt

Job No : 4572600

Location : Egypt : Egypt

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 :

Bachelors 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 :

General Abilities :