Customer Experience Officer in Athens at clients' organisations

Date Posted: 12/21/2020

Job Snapshot

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Job Description

On behalf of our client, ELPEDISON, we are looking to recruit a Customer Experience Officer.

The company

Having inherited the expertise, know-how and technology from its parent companies, Hellenic Petroleum and Edison, ELPEDISON is the energy company that understands the market in depth, identifies all critical impacting factors and always acts with the end-consumer's benefit in mind. It represents one of the largest private energy producers in the Greek market as well as one of the most reliable and competitive energy suppliers, addressing both residential and business customers. Today, ELPEDISON is a leading company both in electricity production and supply, and gas supply. It aspires to always be one of the most important players in its sector, offering energy services of the highest quality, at competitive prices, with stability and consistency.

The position

The Customer Experience Officer is responsible for planning and monitoring the effectiveness of the Company's customer experience approach, ensuring optimized interaction between the Company and its customers. Developing and implementing activities useful in improving customer relationship, experience and satisfaction.

Main Responsibitilies:

  • Maps the customer journey and analyzes all available information concerning customer insights and expectations, in order to identify opportunities to proactively amend and enhance the current processes
  • Ensures that each touchpoint across the customer journey is engaging, efficient, and effective and provides consistent customer service
  • Is responsible for designing special actions – customer moments, targeting to increase customer satisfaction rates, customer loyalty & retention, CSAT, NPS and to reduce churn
  • Is responsible for cascading the agreed customer experience strategy across all Elpedison touchpoints (stores, points of presence, shop in shop, call center, etc)
  • Monitors the progress of the relevant KPIs and utilizes all available information regarding customer trends and satisfaction to propose alterations to current processes
  • Analyzes quantitative & qualitative results, drives conclusions and designs a roadmap of actions in order to meet customers’ expectations
  • Defines and drives adoption of best practices around customer engagement in similar industries
  • Liaises with the organization's IT Department, defines requirement criteria and uses technology to deliver excellent customer experience
  • Liaises with the Customer Care, Billing & Metering and Collection & Dunning Sections, provides feedback on customer experience and proposes alterations to existing policies and procedures
  • Collaborates with Marketing & Sales Departments and ensures that all key stakeholders are aligned, ensuring the effective implementation of the customer experience strategy
  • Participates in new company projects related to system developments, by proposing system specifications that will enhance customer experience and omni-channel support
  • Contributes to the Annual Budget, OPEX & CAPEX by providing forecasted figures based on the agreed action plan to achieve business objectives and goals

Job Requirements

  • BSc in Business Administration, Economics, Marketing or relevant field
  • MSc is will be considered an advantage
  • A minimum of 5 years of professional experience in a related role, ideally in the Services sector
  • Working commercial experience in a regulated environment
  • Good understanding of the Energy sector, relevant trends and products
  • Good understanding of CRM systems
  • Proficient in MS Office
  • Excellent command of the English language, both written and oral 
  • Availability for domestic travelling
  • Highly developed communication & leadership skills
  • Effective planning & project management skills
  • Process-orientation & accountability