Job Summary
We are seeking a skilled SME-Media Intelligence professional with 5 to 6 years of experience to join our team. The ideal candidate will have expertise in Customer Voice Customer Service and Customer Service Management. This role requires working from the office with rotational shifts. The candidate will play a critical role in enhancing our media intelligence capabilities ensuring customer satisfaction and contributing to the companys success.
Responsibilities
- Analyze media data to provide actionable insights that drive customer engagement and satisfaction.
- Collaborate with cross-functional teams to develop and implement media intelligence strategies.
- Monitor customer feedback and voice to identify trends and areas for improvement.
- Develop and maintain customer service management processes to enhance efficiency and effectiveness.
- Provide expert guidance on media intelligence tools and techniques to optimize performance.
- Ensure timely and accurate reporting of media intelligence metrics to stakeholders.
- Oversee the integration of customer voice into media intelligence initiatives.
- Design and implement customer service models that align with organizational goals.
- Facilitate training sessions to enhance team understanding of media intelligence and customer service best practices.
- Evaluate the impact of media intelligence strategies on customer satisfaction and business outcomes.
- Support the development of innovative solutions to improve media intelligence capabilities.
- Collaborate with IT teams to ensure seamless integration of media intelligence systems.
- Maintain up-to-date knowledge of industry trends and advancements in media intelligence.
Qualifications
- Possess a strong understanding of customer voice and its impact on media intelligence.
- Demonstrate expertise in customer service management and related processes.
- Experience with media intelligence tools and data analysis techniques.
- Strong communication and collaboration skills to work effectively with diverse teams.
- Ability to adapt to rotational shifts and work in a dynamic office environment.
- Proven track record of enhancing customer satisfaction through media intelligence.
- Familiarity with industry trends and best practices in media intelligence and customer service.
Certifications Required
Certified Customer Service Professional (CCSP) or equivalent certification.