CUSTOMER EXPERIENCE SPECIALIST

Công ty CP Vin Brains
Ngày đăng: 07/12/2021

Quan 10, Ho Chi Minh City

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Mô tả công việc

Each touchpoint where customers interact, transact, or engage with the company is an opportunity to build a positive predisposition towards the brand, or a minefield where the customer can be put off the brand/company for good. As a member of the Customer Experience team, Customer Experience Specialists have the responsibilities for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders to keep fine-tuning the customer’s experience across all touchpoints and at all stages of the customer journey.

KEY RESULT AREAS

1. Collaboration and project management (60%):

Communication of programs and projects CX
Building, training on skills, materials, and policies related to the project
Follow-up detailed implementation plan Liaise/
Regular communication with internal teams, especially the customer-facing teams, to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged (depends on assigned tasks)

2. CX Manager Assistance (30%):

Assist the Manager to ensure the CX strategies are aligned to the larger business goals and outcomes
Participate and take a proactive role in project planning meetings, review, and evaluation exercises (daily/ weekly/ monthly/ quarterly)
Assist the Manager to prepare and submit in a timely manner weekly, monthly, quarterly, annual, and other required reports.
Perform specific administrative tasks, as per instruction of the Manager, required in the provision of project services in line with Quality Assurance, Quality Control teams and procedures.

3. Proposing to improve the design, implementation plan of the project (10%):

Find out the shortcomings in project implementation and propose suitable solutions

Yêu cầu ứng viên

1. QUALIFICATIONS & WORKING EXPERIENCES:

Having graduated from a degree in Marketing, Business or Business Administration, Communications, or related field.
At least two years’ experience as a customer experience specialist, or a similar customer support role.
Experience in market research, logistic is a plus.

2. ATTITUDES:

Strong work ethic
Customer- centric mindset: putting your customer first and at the core of your business in order to provide a positive experience and build long-term relationships.
Innovative thinking
Integrity
Dependability and Responsibility

3. SKILLS:

Independent: Ability to work independently as well as in a team
Empathy and listening skills: go beyond simply saying that you care, rather put yourself in the customer’s shoes to feel what they feel
Data analysis/ interpretation skills
Good at communication and interpersonal skills
Problem-solving skill
Adaptability
Good at verbal and written communication skills