CX Team Leader
Công ty TNHH Onpoint
Hồ Chí Minh, Việt Nam
8 ngày trước
source : Talent Network

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

Phúc lợi

Bảo hiểm theo quy định, Du Lịch, Đào tạo, Tăng lương

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