Product Success Analyst
Há 1 mês
The Product Success Analyst supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. Assists with research, collection, database administration, and analysis of customer data and feedback.
Responsibilities
Answer customer requests via email (Zendesk) and through our social media accounts when needed. Resolve customer complaints and issues. Maintain a constant communication with supervisor and Team Product to escalate issues and report bugs, failures timely. Develop and implement customer service routines and processes for agents to follow. Assure quality of the messages and information we are sending to the users (orthography, accuracy of the response, etc.). Foster a customer-centric culture in keeping with our brand image.
Qualifications
Basic Qualifications:
Bachelor’s degree in marketing, Digital, or related field 1+ years’ call center/customer experience Proficiency in Microsoft Word, Excel and PowerPoint applications Spanish/Portuguese Language fluency (written and spoken) Intermediate or Advanced English Zendesk previous experience / knowledge preferred.Desired Characteristics:
Passion for digital products and UX Strong interpersonal and communication skills High attention to detail Critical thinking and logical reasoning skills are key as well as data driven decision making. Excellent organization and time management skills are required. Ability to multitask in a fast-paced work environment & prioritize work. Excellent team player
Additional Information
NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
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