Job Openings at Cydene Energy

Responsibilities
Strategic:

• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Turn prospective Clients to actual Clients
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service.

Operational:

• Keep Accurate records and Document Customer Service actions and Discussions
• Analyze Statistics and Compile Accurate Reports
• Keep ahead of Industry’s developments and apply best practices to areas of improvement
• Control Resources and utilize assets to achieve qualitative and quantitative targets
• Work Effectively with all peers to negotiate and influence customer improvements
• Organize Training sessions for client representatives in order to enhance product knowledge.
• Manage Company / Customer’s contact list system.

Key Performance Indicators

• Increased response time to resolve complaints
• Maintain 100% of customer base.
• Quality of Customer Feedback
• Average Response & Resolution time of customers complaints
• Increased number of acquired reviews
• Improved Customer retention Rate.

Person Specification

• B.Sc qualification in Computer Science or a related field with 3 - 5 years work experience.
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Able to use these relationships to deliver service improvements
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Tech savvy and ability to resolve first line issues to customers
• Able to use these relationships to deliver service improvements.

Requirements:

• Candidate MUST have experience handling phone/email support in a call center environment.
• Candidate must beflexible with timing. Shifts are most likely afternoon or evening shifts (3-11pm or 7pm - 3am)
• Must be available at least 1 day of the weekend.
• Must be Tech savvy.

Salary
Very Attractive.

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What We're Looking For

• We are searching for a Mid to Senior level User Researcher to join our remote product team handing research for a Global E-commerce company. As a user researcher, you will be experienced in using a variety of user research methods to reveal actionable insights.
• You will have excellent analytical and problem-solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
• You will be confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for those needs both within the team and the wider organization.
• You will have experience with and be comfortable working collaboratively in an agile development environment with designers, developers, and product managers.

What You'll Be Doing

• Working closely with product teams to plan, design, prepare and run user research activities
• Designing and running discovery research to develop a deep understanding of the needs of all users.
• Managing the usability testing process from recruiting participants, designing tasks, and preparing discussion guides, to test moderation, analysis and presenting results
• Designing, executing, and analysing qualitative surveys
• Helping to collect & analyse CX metrics
• Analysing and synthesising research data to turn research findings into actionable insights
• Effectively communicating user research findings to the team and the wider organisation, so that they share a strong and empathetic understanding of their users (including formal reports and presentations at show and tells)
• Maintaining research outputs so they are shareable and traceable
• Helping to promote a collaborative, user centric culture through group analysis, workshops, and ideation sessions.

What We're Looking To See

• Proven experience of designing, facilitating, and analyzing a wide range of qualitative and quantitative user research methods.
• Strong understanding of strengths and limitations of different research methods
• Proven experience of presenting user research findings in a wide variety of formats and contexts
• Experience working with key tools.
• Demonstrable knowledge, experience in and passion for user centered design practices
• Proven experience of working in an agile development environment with designers.

Salary
$10 per hour.