NPS Marketing Analyst Fujitsu Portugal GDC
Lisboa, Portugal
há 6 dias
source : SAPO

Detalhe da Função

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services.

Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe.

GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.

We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages.

Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.

Role Purpose :

Communication of the services is a key factor in the improvement of user perception and satisfaction.

The marketing specialist will provide support to the Net Promoter Scores (NPS) analysis on a monthly basis, working with all Fujitsu streams from a marketing and communication perspective, help implementing the SIP actions.

Ultimately, to improve service through NPS feedback, making sure every stream is aware of the users’ perception of their service, allowing them to improve in the necessary areas.

They will also analyze and correlate the results obtained from CSAT and NPS, detecting satisfactory / unsatisfactory patterns and produce recommendation reports for operations, to improve user satisfaction and experience.

Main responsibilities :

  • Callback to end users to identify trends and improvement actions (NPS and USAT)
  • Provide support to the Campaigns and communications end to end with ING and within the Service Desk through all phases of launch of new services and user impact changes, including reporting, analysis and optimization
  • Service Level : NPS Score; USAT Score; Users feedback improvement
  • Management Reporting : In collaboration with all service streams, check, investigate and analyze statistics to identify improvement trends and failures and provide improvement plans
  • Requirements :

  • Proficient English
  • Proficient in Dutch
  • High communications skills are required.
  • Marketing or communication education.
  • Good analytical skills are required.
  • The ability to analyze and interpret information : Proven analytical skills, with experience of drawing conclusions from detailed, and often disparate, data (from both quantitative and qualitative sources).
  • Full literacy in other MS applications Word, Excel, PowerPoint and SharePoint.
  • Knowledge of the IT market and Fujitsu’s business awareness
  • A team player and a can do attitude.
  • We offer :

  • Competitive salary;
  • Employment directly with Fujitsu with possibility of permanent contract
  • Work life balance
  • Life insurance and Private health insurance extensive to family members and since the first day of employment
  • International career in a dynamic and enthusiastic environment
  • Training and internal career progression plan upon hiring
  • Several discounts available with our partners
  • The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion,
  • If you are moving to Portugal count with the support of our Welcome Buddy to help you settle in.
  • Apply or contact us in case you need any additional support.

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