Job Description
Develop and implement a customer experience strategy in alignment with Trevi’s goals and objectives.
Oversee the entire customer journey, identifying pain points and areas for continuous improvement.
Collaborate with cross-functional teams including Product, Marketing, Technology, and Customer Support to ensure a consistent customer experience.
Utilize Zendesk to manage and optimize customer support operations, ensuring effective handling of customer inquiries and issues.
Analyze customer feedback, surveys, and data to derive insights into customer behavior and preferences.
Lead initiatives aimed at improving customer satisfaction, loyalty, and retention.
Manage, mentor, and develop the customer support team to deliver exceptional service, utilizing Zendesk tools and features.
Develop and monitor key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
RequirementsBachelor’s degree in Business, Marketing, or a related field.
Minimum of 5 years of experience in customer experience management or a related role, preferably within the fintech or financial services sector.
Strong understanding of customer experience principles, journey mapping, and behavior analysis.
Proven success in implementing customer experience strategies and improving customer satisfaction metrics.
Proficiency in using Zendesk and managing customer support operations via the platform.
Excellent leadership and team management skills.
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams.
Ability to thrive in a fast-paced, dynamic environment.
Benefits• Competitive salary and benefits package.
• Private medical insurance.
• Up to 2 months yearly bonus based on achieved KPIs.
• Opportunity to work in a fast-paced, high-growth company.
• Hybrid working model.
• Dynamic and inclusive culture.
• Professional growth opportunities in a leading tech company.
• Flexible Working Hours.
Job Details
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Job Location
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Cairo Egypt
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Company Industry
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Other Business Support Services
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Company Type
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Unspecified
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified
