Job Description:
- Collect and organize customer feedback (NPS, CSAT, app reviews, complaints)
- Ensure data includes journey, touchpoint, and pain point
- Perform basic analysis to identify trends and recurring issues
- Support generation of customer insights and simple recommendations
- Monitor NPS & CSAT performance on a daily basis
- Identify and flag critical issues or negative trends
- Prepare daily, weekly, and monthly CX reports
- Collaborate with internal teams (Product, Ops, IT, Marketing)
- Support survey execution (NPS/CSAT distribution and follow-up)
- Maintain data accuracy and reporting consistency
- Contribute to improving customer communication materials (FAQ, templates, etc.)
- Assists in CX-related initiatives, projects, and process improvements (as needed)
- Provide support in handling customer feedback across channel when required (as needed)
Requirements:
- Minimum Diploma (D3) or Bachelor’s Degree in any major
- Min. 2 years experience in CX, Customer Service, or Data/Insight role
- Strong analytical and problem solving skills
- Familiar with NPS, CSAT, and customer metrics
- Proficient in Excel/Google Sheets
- Good communication and stakeholder management skills
- Detail oriented and proactive