Customer Experience Associate

Purpose: The purpose of this role is to provide administrative support to the Customer Experience department, ensuring the achievement of Service Level Agreements (SLAs) and goals aligned with Brights values. The incumbent will undertake a range of duties, including reporting, training and customer service activities and assume a deputy role for the department supervisor in their absence.

KEY RESPONSIBILITIES:

• Provide administrative support to the Customer Experience department
• Ensure accurate and timely month-end reporting - Coordinate and minute weekly management sessions
• Assist Department Supervisor with ad-hoc duties and projects
• Monitor and promote Net Promoter Score (NPS) surveys in-store
• Manage incentive programs and daily NPS reports
• Deliver in-store training on customer experience processes and procedures
• Identify training requirements and facilitate loyalty card training
• Oversee onl...