Customer Experience & NPS Specialist

About the role

We are looking for a Customer Experience & NPS Specialist to own the Net Promoter Score ecosystem and drive data‑backed improvements across the customer journey at Etisalat Egypt. The role combines analytical work, project coordination and product ownership of support tools to enhance overall service quality.

Key responsibilities

• Manage the end‑to‑end NPS process: collect survey data, perform sentiment and statistical analysis, extract “Voice of the Customer” insights and present findings to senior leadership.
• Identify friction points in the customer lifecycle, propose data‑driven solutions and lead cross‑functional CX improvement projects.
• Monitor inbound contact rates, analyse root causes and collaborate with product and operations teams to reduce unnecessary tickets.
• Act as the primary point of contact for all customer support software and tools, overseeing integrations, communications and enhancement proposals.
• Own and maintain the internal agent knowledge base, ensuring up‑to‑date troubleshooting guides, policies and workflows.

Required profile

• 3–5 years of experience in Customer Experience, Quality Assurance or Customer Support Operations with a strong focus on data analysis or project coordination.
• Advanced proficiency in data visualization and reporting tools such as Excel and Google Sheets, and in presentation software like PowerPoint or Google Slides.
• Hands‑on experience administering ticketing or CRM platforms and knowledge‑base systems (e.g., Freshdesk, Zendesk, Salesforce).

Required skills

• Excel
• Google Sheets
• PowerPoint
• Google Slides
• Freshdesk
• Zendesk
• Salesforce