Customer Engagement Specialist
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Key skills for this role
About the Role
Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints. Conduct surveys over the phone by directly engaging with customers, en.
Key Skills for This Role
Responsibilities
- Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints
- Conduct surveys over the phone by directly engaging with customers, ensuring a courteous and professional experience
- Listen to customer feedback and ensure high quality data collection, escalations with 360 closures
- Raise customer complaints through the complaints management system
- Assign customer calling data and daily calling assignments within the team, ensure accurate tracking, and perform data clean ups using Excel
- Analyze survey results to identify trends, root causes, and key drivers of satisfaction/dissatisfaction
- Conduct Quality Assurance (QA) monitoring of inbound and outbound customer calls, emails, and other service interactions
- Document evaluation results, track compliance with customer service standards, and identify training needs
- Manage end to end mystery shopping program, including review and validation of evaluations
- Support the development and periodic review of QA scorecards and feedback mechanisms
Requirements
- Strong proficiency in Microsoft Excel – including pivot tables, charts, formulas, and basic data analysis
- Experience in customer survey tools
- Familiarity with QA monitoring tools and methodologies
- Understanding of key CX metrics such as CSAT, NPS, CES
- Fluent in English (Arabic speaking is an advantage)
Full Job Posting
Responsibilities
- Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints.
- Conduct surveys over the phone by directly engaging with customers, ensuring a courteous and professional experience.
- Listen to customer feedback and ensure high quality data collection, escalations with 360 closures (close feedback loop).
- Raise customer complaints through the complaints management system.
- Assign customer calling data and daily calling assignments within the team, ensure accurate tracking, and perform data clean ups using Excel for reporting and follow up.
- Analyze survey results to identify trends, root causes, and key drivers of satisfaction/dissatisfaction.
- Conduct Quality Assurance (QA) monitoring of inbound and outbound customer calls, emails, and other service interactions based on defined QA criteria.
- Document evaluation results, track compliance with customer service standards, and identify training needs.
- Ability to manage end to end mystery shopping program, including review and validation of evaluations, in depth analysis of service quality insights, and structured distribution of reports to stakeholders.
- Support the development and periodic review of QA scorecards and feedback mechanisms.
- Work closely with frontline teams and supervisors to share feedback and support service excellence initiatives.
- Demonstrate sound understanding of the Bank’s products and services to accurately interpret feedback and guide conversations during surveys.
Core Competencies for Hiring
- Strong proficiency in Microsoft Excel – including pivot tables, charts, formulas, and basic data analysis.
- Experience in customer survey tools
- Familiarity with QA monitoring tools and methodologies.
- Basic knowledge of Power BI or other data visualization tools is an advantage.
- Understanding of key CX metrics such as CSAT, NPS, CES.
- Experience with Banking systems (e.g., Finacle) is beneficial.
- Fluent in English (Arabic speaking is an advantage)
- Ability to leverage AI and advanced analytics to analyse customer interactions across voice, chat, and email channels.
- Experience working with AI based QA and VOC platforms to automate interaction evaluation, scoring, classification, and root cause analysis (beneficial)
- Proficiency in using AI tools such as Microsoft Copilot and prompt engineering techniques to analyse large datasets, generate insights, automate reporting, and support decision making.
- Ability to conceptualize and apply AI driven solutions, including the use of intelligent agents and automation workflows, to streamline VOC analysis, improve QA efficiency, and enable proactive customer experience management.
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