Customer Experience Specialist

Description du poste:

We're (COMPANY NAME), the pioneers of super fast delivery. Our founding idea: Groceries in minutes, delivered to your door through our app. Now offering more delivery models across different locations, our goals are made possible by our one-of-a-kind business model with our unique technology at its core.
We know that our global ambitions can only be accomplished with exceptional people, and that is where you come in. Our rapidly growing environment is the perfect opportunity to take initiative and create your legacy.

What You'll Be Doing?
* Design end to end customer journeys together with relevant teams according to customer insights,
* Follow comments of customers on CSAT, NPS and app store ratings regularly and obsessively (yes, obsessively),
* Check all related metrics to improve the customer experience, like the estimated time of arrival,
* Play a key role in creating CX strategy of (COMPANY NAME) and be a gatekeeper of all actions touching the customer,
* Analyze customer & order data through customer journeys, identify pain points and create necessary actions for improvement
* Work closely with Customer Service, Operations and Product teams to create a better customer experience,
* Understand and analyze data using tools such as Tableau, Mixpanel, Leanplum and Excel
* Develop projects that will improve the customer experience and follow up the actions to be taken by the other teams
* Monitor customer complaint trends and analyses them for necessary action plans
* Prepare voice of customer presentations to the company
* Act like the company is yours! Bring your humanity to work and go beyond your initial responsibilities.
What You'll Bring?
* Preferably 1-2 years of customer experience in a similar role,
* Customer-driven mindset with a desire and ability to identify customer painpoints,
* Proficient in Tableau to analyze and visualize customer data effectively.
* Advanced use of MS Office Programs
* Advanced knowledge of improving customer experience processes including analyzing data,
* Strong communication and negotiation skills,
* A good sense of humour. Fun is treated very seriously at (COMPANY NAME)!
* Numerical and analytical skills with great attention to detail
* The ability to take ownership and responsibility, proactively seek out solutions and opportunities to improve
* Adaptability and flexibility in how you support the team and the needs of the business
* Super organisation skills. You're process driven, great at solving problems and confident making decisions
* Speed and efficiency in all tasks to support the team (speed is our currency at (COMPANY NAME))
* Teamwork and strong communication skills. This includes mad zoom skills! You're human and engaging both on screen and off screen (as it were).
You as a Getirian
You are a good person first, everything else is secondary. You are a champion of growth, and actively strive to be the best version of yourself, for you and your team. You value diversity, and embrace ideas over hierarchy.
You aren't afraid to learn and re-learn at (COMPANY NAME) speed. You are an initiator, in charge of your own story and your legacy.
Benefits
* Once-in-a-career opportunity to make an impact in one of the fastest-growing mobile-commerce businesses in the world.
* Take charge of your own career growth with us through professional development opportunities! We really mean it when we say that upward and sideways mobility are some of our favorite terms.

Diversity makes us stronger. Our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other. We're proud to strive for a genuinely diverse and inclusive workplace. We know we can do better though. That's why we hire and promote people with equity and equality in mind.
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