Customer Feedback Analyst, Lahore
Job Posted: 01.12.2021 22:30:50
Our partner Customer Feedback Analyst will be responsible for sending a daily email campaign requesting customer feedback, reviewing responses and responding to customers in a timely, polite and informative manner. Responsibilities: – Retrieving a list of customer names and email addresses daily. – Inputting this customer data into Mailchimp, and sending a template campaign – ensuring great care is used to get personalised details such as names correct. – Sending the campaign at an appropriate time. (between 5 and 9pm GMT+0) – Reviewing response emails daily, drafting high quality replies acknowledging what the customer has said and offering relevant information in response. – Updating a central Excel dashboard with details of each response received, as-well as details of all emails sent. – Generate a period report for senior management detailing trends in customer feedback and giving an overview of the general ‘mood’ of customers. Full training and documentation will be provided covering: – How to use the systems in place for this work, including Excel, Mailchimp and Outlook. – FAQ and template answers to common questions/feedback points. The ideal candidate will have a high level of English speaking ability, with a reasonable level of IT ability – they should have some experience working with Microsoft Excel, Outlook and Mailchimp. They will be able to adopt a careful approach to interacting first-hand with our customers, ensuring a great service is provided and high quality responses issued. At the time of writing, we are sending roughly 50-70 emails per day, and receiving 5-15 responses daily. We expect this work to take no more than 1 hour/1.5 hours per day.
