![Sodexo - Benefits and Rewards Services](https://media.trabajo.org/img/noimg.jpg)
Cx Operational Communication Officer
il y a 3 jours
**Onderneming**:
Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services.
At **Sodexo Benefits and Rewards Services**, we’ve made our mark on the world by helping clients give their employees personalized experiences, every day. Our benefit platforms and payment solutions are already used by 440,000 clients and 36 million of their employees in 32 countries.
At Sodexo Benefits & Rewards Services, we are proud of our commitments to **environmental sustainability**, our focus on **employment equity and diversity**, our **new ways of working** independently and flexibility for the **well-being of our talents**. Joining us means evolving in a **collaborative, innovative environment**, in which each employee is recognized and receives the support they need for their **development**. We firmly believe that the quality of life of our clients and service consumers begins with our own people. Consequently, your wellbeing at work is one of our priorities.
Working with us is an opportunity to **impact** the future of employee experience and, ultimately, the world around us. But it’s also your chance to make an impact every day, putting a part of yourself into exciting digital products and touching the lives of millions of consumers.
We’re a global, multicultural business where every contribution counts and every day is a chance to **inspire** others and take inspiration from your colleagues.
We’re accelerating our **growth** on a global scale, combining the reach and stability of Sodexo with our unique position as an incubator of innovation. As part of the team, you’ll help us continue that growth and our landmark digital transformation.
Now, we’re inventing entirely new ways to influence and enrich the lives of employees worldwide.
**Functie**:
**Mission du département**
- Fort d’une perspective, d’une expérience et d’une activité transversales, le département Customer Expérience (CX) stimule l’engagement du client à tous les niveaux._
- Le département Customer Expérience a pour objectif de s'assurer que les clients, les marchands et les consommateurs sont mis au cœur des décisions de l'entreprise afin de créer une expérience positive, simple et transparente. La communication opérationnelle est au cœur de l’expérience client_._
**But de la fonction**
- Rédiger tout type de communication opérationnelle au sein du département CX.
- la rédaction d’articles, alimentation et maintenance de la base de connaissance, création de questionnaires post formation
- la gestion de modèles de réponses pour nos agents du service clientèle
- la rédaction des notifications qui soutiennent les processus clients et de leurs employés
- Être le référent du « tone of voice » de toutes nos communications internes, externes ainsi que du matériel de formation de nos agents
- Soutenir l’équipe CX lors des incidents tels que la rédaction des messages vocaux (hook messages, flash messages) et notifications écrites mais aussi la rédaction de communication plus complexe et délicate vers le client lorsque nécessaire._
**Responsabilités**
- Rédiger des communications pertinentes et adaptées pour optimaliser l’expérience du client à chaque étape de son parcours (customer journey) avec Pluxee en composant et écrivant de multiples types de communication tels que:
- Scripts et matériel de formation de nos agents
- FAQ
- Articles internes et externes
- Questionnaires post-formation / enquêtes de satisfaction
- Courrier vers nos clients
- Les messages vocaux (IVR) de nos lignes d’appels (messages flash ou d’accroche - hook messages)
- Les incidents en cours
- Être la voix de Pluxee pour nos clients en harmonisant ces communications (consistance) sur la forme et le fond (« Tone of voice »)
- Assurer la mise à jour de la bibliothèque des communications et des formations
- Soutenir l’équipe CX dans la rédaction d’une réponse suite à un incident avec un client
- Collaborer avec le CX Designer pour garantir une communication efficace lors de la mise en place de nouveaux processus.
- Ecrire une newsletter pour communiquer les nouveautés, innovations et avancements des projets aux équipes opérationnelles
**Key Performance Indicators (KPIs)** Quelle sera la situation si vous faites bien votre job
- Augmenter la satisfaction client (NPS « **N**et **P**romotor **S**core » )
- CSAT (« **C**ustomer **SAT**isfaction »)
- Réduire les volumes entrants d’interactions (un client bien informé n’a pas besoin de nous contacter)
**Personnes de contact pour cette fonction**:
Vous serez en soutien « communication » de multiples fonctions
- Le Training & quality Manager qui coordonnera les besoins de communication
- Les experts en lien avec les clients afin de gérer les dossiers plus complexes
- CX Office : CX Designer, CX Champion et CX Manager
- Customer Service : Customer Care Manager, superviseurs, partn
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