Shape and implement customer service standards and training priorities across the end-to-end customer journey, ensuring a consistent, inclusive and high-quality customer experience.
Responsibilities
Document, manage and continuously update customer service standards and service level agreements across the entire customer journey.
Coordinate with relevant business areas to gather information on new products, seasonal initiatives, campaigns and operational changes affecting the customer experience.
Analyse customer feedback and service performance data, including NPS, CSAT, customer comments, complaints, accessibility cases, operational KPIs and quality observations.
Translate customer insights and performance data into prioritised recommendations, service improvements and training needs.
Design customer service and soft-skills training programmes for frontline teams, including pilots, cabin crew, airport handling and contact centre employees.
Health Promotion Specialist responsible for developing and executing health promotion initiatives, programs, and events to support student wellbeing at the University of Ottawa.
Compensation
$76,104.00 - $96,135.00
Responsibilities
Develop and implement health promotion initiatives
