Description
MISSION:
The role of the Operational Support to the Customer Engagement Manager is to ensure the execution and follow-up of operational and administrative tasks to guarantee customer satisfaction and loyalty, in support of the Customer Engagement Manager.
RESPONSIBILITIES:
Support to Customer Communication:
- Ensure the quality of contractual, pre-contractual, and non-contractual communication with customers.
- Propose continuous improvement initiatives.
Follow-up of Loyalty Actions:
- Collaborate in the implementation and follow-up of customer loyalty and contract renewal actions.
- Participate in measuring the effectiveness of these actions and propose improvements.
- Follow up on leads generated from forms on the website.
- Participate in measuring and steering the follow-up of these leads.
Updating FAQs:
- Keep FAQ content up-to-date based on customer feedback.
- Ensure follow-up and analysis of FAQ usage by customers.
Measuring Customer Satisfaction:
- Participate in the implementation and follow-up of NPS surveys.
- Collaborate in measuring the satisfaction of B2C, B2B, and network customers.