About us:
At NN Hellas, we're proud to be the #1 insurance company in Greece, offering innovative insurance solutions that cover the entire territory of Greece since the 80’s! We have a proven record of taking great care of our employees – we were considered a Top-Employer for 6 consecutive years.
What you will do:
As a Customer Experience Specialist, you'll have a key role in shaping exceptional customer experience that leave a lasting impression. Whether the company is focused on retaining customers or expanding its customer base, you will be working in an environment where every interaction matters, driving the organization to be one of the top examples in Customer Experience.
In this role, you’ll have the opportunity to shape the entire customer journey, working with cross-functional teams to drive change, tackle their pain points, and create a frictionless, delightful experience for every user.
Your day-to-day:
- Map and optimize customer journeys: Identify all customer touchpoints, analyze challenges, and proactively address friction points to ensure a smooth and enjoyable journey from start to finish.
- Enhance customer engagement: Comprehend customers at every stage—before, during, and after a sale. You’ll address questions, guide through challenges, through collected insights from 3rd parties that interact directly to our customers, ensuring our customer (existing and potential) base has a positive experience with our product.
- Develop and evolve CX strategy: Work closely with Product, Sales, Marketing teams, and our UX/CX designer, you will continuously refine our customer experience strategies. Stay on top of emerging trends and customer behaviors to ensure we’re always one step ahead, using the gathered insights to further adapt our CX strategy.
- Leverage data for insightful decisions: Analyze customer feedback, behavioral data, and Product metrics to uncover actionable insights. You’ll provide clear reports that drive decision-making across the entire business.
- Foster a Customer-First culture: Train teams across departments on customer preferences and needs, ensuring that everyone in the organization adopts a customer-first mindset.
- Innovate with technology: Identify cutting-edge technology solutions to improve customer support, automate feedback collection, and enhance overall efficiency.
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Outstanding communication skills, with the ability to understand and empathize with customers and translate their needs into actionable improvements.
- Sharp problem-solving skills and a creative approach to handling customer issues.
- Proficiency in tools and the latest technology solutions for customer management.
- Excellent multitasking abilities to thrive in a fast-paced, dynamic environment.
Personal Profile:
- Agile mindset: Familiarity with Agile methodologies and Project Management principles to ensure projects are completed effectively and efficiently.
- Passion for technology: A strong interest in technology and willingness to learn and adapt to new technologies and processes to stay ahead of the curve.
- Customer service certification: Certification(s) in Customer Service / Experience, such as CCSP, CCXP or related fields will be highly valued, demonstrating a commitment to deliver exceptional customer experience.
What we offer:
- Extensive training opportunities - on-demand and on-site options, webinars, seminars, and fully covered certifications
- Partnership with multiple educational institutions across Greece for advanced education, with tuition support.
- Comprehensive Health Insurance that keeps you safe, with peace of mind and financial protection in times of need.
- Pension Scheme to secure your financial future and ensure you can plan confidently for the years ahead.
- Well-being and work-life balance, including extra days off for medical emergencies, no medical note needed, and support for working parents.
- One-time budget for home-office equipment to make your work-from-home comfortable.
- Recognition and rewards for excellence, including bonuses and salary increases based on your contribution throughout the year.
- Monthly meal allowance that can be used at supermarkets and cafeterias, including our own offices' cafeteria.
- Recently renovated offices, central location, with easy access
Join us and be part of a department that is fully dedicated to Customer Experience. With your expertise and passion, you will help us stay ahead of the competition and drive success in a rapidly changing business environment.
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