Guest Experience Expert

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Hilton Hotel Qatar Full time

Responsiblity:

  • Trackingcustomer experiences across online and offline channels, devices,and touchpoints.
  • Collaborating with ITdevelopers, as well as the production, marketing, and sales teamsto enhance customer services and brandawareness.
  • Aligning customer experiencestrategies with marketing initiatives. as well as informingcustomers about new product features andfunctionalities.
  • Identifying customer needs andtaking proactive steps to maintain positiveexperiences.
  • Responding to customer queries ina timely and effective manner, via phone, email, social media, orchat applications.
  • Analyzing customer feedbackon product ranges and new releases, as well as preparingreports.
  • Performing product tests, evaluatingafter-sales and support services, and facilitatingimprovements.
  • Documenting processes and loggingtechnical issues, as well as customer compliments andcomplaints.
  • Keeping informed of industry trendsand new CRM technologies.
CustomerExperience Specialist Requirements:
  • Abachelor's degree in marketing, communications,advertising, business management, or in a related fieldpreferred.
  • At least 2 years' experienceas a customer experience specialist, or a similar customer supportrole.
  • Extensive experience in gathering andinterpreting customer experienceinformation.
  • Solid knowledge of online customerengagement platforms and channels.
  • Proficiencyin MS Office, as well as CX and CRM software, such as amoCRM andQualtrix CustomerXM.
  • Exceptional interpersonalskills and a client-centered approach.
  • Greatorganizational and time managementabilities.
  • Superb communication, collaboration,and problem-solving skills.

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