Customer Experience Manager

Position Summary

1. Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.
2. Provide efficient solutions to customers by developing and operating online contents.

Role and Responsibilities

• Contact Center Operations Overall Key Performances Index (KPI) management:

- Monitor overall Contact Center operations performance thru pre-defined system and index.

- Analyze KPIs and conduct comprehensive report to CS management.

• Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.

• Quality management: Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers

• Customer support management: Perform activities for customer support by developing contents for customers to find solutions for problems through online.

• Lead digital transformation initiatives, including AI, chatbot, IVR, CRM, and omnichannel customer support and reduce service costs

• Market research management: Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.

• Execution to sales support through Customer Retention Program

• VOC management: Response and manage customer claims

• Leads small teams of professionals with limited control over budget spending or HR management such as recruiting or dismissal and supervises mentoring and coaching for team members

• Typically implements short-term action plans rather than developing policy, process or strategy

• Enhances or Improves methods or procedures and provides coaching to team members to ensure successful outcome

• Has expertise in most or all job areas within a job family

• Acts independently to determine methods and procedures on new or special assignments

Skills and Qualifications

* Bachelor’s degree or above in Business Administration, Marketing, Management, or a related field.

* Strong expertise in customer experience management, contact center operations, KPI management, customer satisfaction improvement, and digital/online customer service.

* Strategic mindset with strong analytical, problem-solving, communication, and presentation skills.

* Proven ability to lead cross-functional teams, drive operational excellence, and implement continuous improvement initiatives.

* Good command of Vietnamese and English.

* Strong stakeholder management and leadership capabilities.

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