Job posting title
Customer Satisfaction Lead
Job summary
We are searching for a resilient, creative and positive thinking person to enhance our Customer Satisfaction team. Our team strives to implement the global approach to customer satisfaction - from measuring of CSAT or NPS up to feedback utilization and improvement of important customer journeys.
Job description
In this position, your main responsibility will be to create the framework, implement and facilitate the processes needed to ensure that the collected customer feedback is properly followed up and addressed:
- define the processes related to identification of customer issues and their follow up
- facilitating customer feedback utilization processes (e.g. regular follow-up on open customer issues with HQ and local teams)
- integrating various feedback sources into single list of customer issues
- analyze customer feedback and create reports to identify customer satisfaction issues
- identify improvement opportunities
- make sure that collected customer feedback will be translated into improvement ideas and implemented as final improvement actions
- ensure that the improvements are communicated internally and to our customers
- cooperate with our colleagues in Bratislava and across the globe
Our requirements:
- understanding of customer satisfaction and customer experience management
- at least two years of previous experience from research agency or customer experience department, or work related to measuring of customer satisfaction / process improvements
- systematic approach and analytical thinking
- ability to manage and/or coordinate various activities and stakeholders
- self-managed
- “can-do“ attitude
- active English (B2 level at least)
Benefits we offer: https://www.eset.com/sk/o-nas/kariera/benefity/
Basic wage component (gross): from 2200 EUR
- The final basic wage component can be increased accordingly to individual skills and experience of the selected candidate.
- Financial bonus based on performance paid twice a year up to 10% from the base salary paid during the evaluation period (normally 6 months).
Job requisition
JR-04922 Customer Satisfaction Lead (Open)
Primary location
Bratislava
Additional locations
Time type
Full time
Top Skills
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
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