Job Description Summary
As a Customer Experience, you will collect the customer’s feedback to manage the customer "life cycle" which includes all the steps customers go through when interacting with organizations.
You are responsible for improving the experiences customers have with organizations, with the goal of increasing customer satisfaction
Key Accountability 01 : Improve customer’s experience
Collect customers’ feedback from multi-channels (survey, emails, social media, product reviews, )
Effectively resolve customers inquiries / incidents (directly or indirectly) in a considerate and timely manner
Compose thoughtful, personalized responses for a variety of customer requests
Identify, analyze, triage customer requests and spot trends in customer issues to flag for the related departments
Work with relevant departments to prevent the negative feedback from customers
Verify the product reviews from customers and make approval to add in on E-com / S-com.
Key Accountability 02 : Manage KPI and People
Improve the experiences customers have with E-com / S-com, with the aim of increasing customer satisfaction and hence, increasing customer loyalty.
Work with the development team to test new features before release.
Make active contributions to help achieve the company goals and successes
Improve the customers’ experiences by understanding and focusing on demand management
Ensure customer expectations are achieved / exceeded through excellent customer service
Create an effective team by motivating, solving problems and dealing with conflict
Provide regular, transparent feedback and reporting on team performance to Manager / Head of Department
Yêu cầu công việc
Experienced in customer service (at least 1 year)
Customer oriented, possess a genuine and passionate mindset about customer care and about the role in making a customer-centric team successful
Proactive and creative in solving customer issues, keen to make a real difference in making a customer happy
Possess acumen in realizing when something is over your head and are not afraid to ask for help
Strong, confident, patient
Teamwork & positive attitude
Well organized, structured and able to multitask
Bảo hiểm theo quy định, Du Lịch, Đào tạo, Tăng lương