Customer Feedback Analyst

MY Support · Southeast Asia, Southeast Asia
Department MY Support
Employment Type Full-Time
Minimum Experience Mid-level

Primary Job Purpose

This role will support the various areas in Exness workstreams, You’ll help collecting and connecting  feedback across data channels , close clients feedback loop by analyzing Structured and unstructured data, and collaborating with various stakeholders to build a cohesive customer story illustrating the biggest areas for opportunities. This job is fast-paced, cross-functional, and requires strong communication, prioritization, and organization skills. It involves a deep understanding of stakeholder management, and the ability to navigate an environment with passionate people intent on delivering valuable products.

 

Responsibilities 

  • As a customer feedback specialist  you will pioneer an innovative approach to collecting, analyzing, Categorizing, and distributing the voice of the customer across Exness
  • Processing the voice of customer from various channels , Gather both quantitative and qualitative data from our customers & convert it into meaningful data
  • Utilisation of customer feedback (voice of customer) to inform, Recommend opportunities to make a positive difference to customers in broader initiatives, processes, issues, including providing additional information for close looping purposes when needed.
  • Identifying critical systemic customer feedback that would require immediate actions from internal stakeholders.
  • Updating and maintaining requests on the Feedback Management and Ideas portal
  • Plan for sensitive customer issues to ensure we have the right internal teams that can address them in a swift manner and with the right course of action
  • Able to provide recommendations on how to improve existing processes and procedures in handling escalations.
  • Able to identify and offer fresh and creative solutions and recommendations on how to close and address customer escalations depending on the circumstances.
  • Able to ensure the case is well managed and the customers are retained after resolution.
  • Additional duties or projects as assigned.

 

Job requirements

● Possess a strong, up-to-date knowledge of Exness internal products, services.

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in business administration or related field preferred
  • Experience working with CFD business, client support, process and project management
  • Experience working with existing information technology environments including trends, best practices.

 

Professional Knowledge and Skills:

  • Strong negotiation and consensus building skills when dealing with internal customers, stakeholders and team members.
  • Ability to recognize and resolve conflict.
  • Strong analytical and problem-solving skills combined with strong business judgment and ability to present analysis in a clear and compelling manner
  • Exceptional communication, problem solving and cross-group collaboration skills.
  • Ability to use own judgment and initiative in problem resolution
  • Strong analytical skills and process focus
  • Detail oriented 

              ● Must have outstanding organizational, time management and communication skills.

               ● Proactive, efficient, quick to learn and has a strong work ethic.

  • Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization 
  • A rational decision-maker and process-oriented individual who understands that customers can make or break a business.

Thank You

Your application was submitted successfully.

  • Location
    Southeast Asia, Southeast Asia
  • Department
    MY Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level