Customer Experience Specialist in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures on the market of Ukraine and beyond, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas and use the latest technology stack.

So, accept the challenge and enter the game with the world's giants on equal footing! Let's change the industry together!

Join us in the role ofCustomer Experience Specialist in Kyiv< /b>

Hiring process:

Acquaintance, test task (we value your work and time, that's why we pay for TK) and final meeting.

What we offer for this role:

• this is a new role in the company, so you will have the opportunity to independently build Mystery Shopper processes
• grow with a leading technology company that is a national leader in the field of ride-hailing services and competes on equal footing with world giants
• freedom of decision-making, support of initiatives and lack of bureaucracy
• opportunity to introduce new practices and change the culture of ride-hailing services
• transparent system of growth in the company, regular performance & salary review
• a company culture in which everyone is valued, freely expresses their ideas and has an influence on processes

How exactly can you influence the development of the company:

• collect and analyze information from various sources and resources to highlight problem areas
• organize a regular Mystery Shopper of company services and competitors
• sum up and make presentations of the received research results
• contribute to the development of the quality of service processes based on the results of own observations and analysis conducted by Mystery Shopper

Challenges for 3 months:

• description of the Mystery Shopper process, including: methodology, example scenarios, evaluation criteria, instructions for participants, etc.
• pilot launch and conduct of the first Mystery Shopper on a specific topic
• analysis of the results of the first pilot launch with specific conclusions and recommendations in the form of a presentation (the results should bring specific benefits to the company)
• collection and analysis of information with the aim of highlighting problem areas to determine the next theme of the Mystery Shopper draw
• separate rationaleon the basis of the analysis of why this is the topic, what goal we are pursuing and our expectations from the result

To achieve results, you will need:

• 2 years of Mystery Shopper project management experience
• ability to identify problems and, based on analysis, propose ideas/initiatives for improving quality and improving service processes
• wide professional outlook, excellent communication and negotiation skills, systemic and analytical thinking
• driver's license category "B" and having your own car will be an advantage

How do you regulate your working hours?

• you can plan your own work schedule, however, to be effective, we have mandatory joint working hours -business hours, from 11:00 to 16:00
• 20 days off on personal needs and 10 - due to illness (with retention of remuneration)
• day off on your birthday as a company gift
• day off for blood donation