Customer Service Analyst – Customer & Technology – 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:

Bachelor’s 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:

• Microsoft Office.
• Data Analysis: Excel, SQL (for analyzing and processing data).
• Visualization Tools: Tableau, Power BI (for creating actionable reports).
• VoC Platforms: Medallia, Qualtrics (for gathering and interpreting feedback).
• CRM Systems: Salesforce, HubSpot (for customer relationship tracking).
• Mystery Shopping Tools: Shopmetrics, Sassie Mystery Shopping (for analyzing mystery shopping outcomes).

General Abilities:

• Strong communication, organizational skills and analytical thinking.
• Experience in recruiting or coordinating teams.

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