Customer Satisfaction Lead

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 

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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).