Customer Experience Lead - Customer Excellence & Admin
TẦNG 4-5-6, TÒA NHÀ CAPITAL PLACE, SỐ 29 ĐƯỜNG LIỄU GIAI, PHƯỜNG NGỌC KHÁNH, QUẬN BA ĐÌNH, THÀNH PHỐ HÀ NỘI
Thoả thuận
Ngày cập nhật: 25/10/2023
Hạn nộp hồ sơ: 12/05/2025
Kinh nghiệm:
Chức vụ: TRƯỞNG NHÓM
Yêu cầu bằng cấp: Chưa xác định
Yêu cầu giới tính: Không yêu cầu
Số lượng cần tuyển: 1 nhân viên
Hình thức làm việc: Toàn thời gian
Ngành nghề: CHĂM SÓC KHÁCH HÀNG
Địa điểm làm việc: HỒ CHÍ MINH
Mô tả công việc
- Lead and manage the CX/CS team, providing coaching, guidance, and support to drive high-performance and a culture of we serve & continuous improvement.
- Develop and implement customer experience strategies and initiatives that align with business objectives and improve the customer experience across all channels.
- Monitor and analyze customer feedback, data, and performance metrics to identify trends, insights, and areas for improvement.
- Establish and monitor customer service KPIs and targets, and report on progress to senior leadership.
- Collaborate with cross-functional teams to develop and implement customer-centric policies, processes, and procedures.
- Identify and implement technology solutions to improve customer service operations, efficiency, and effectiveness.
- Stay up-to-date with customer service best practices and industry trends to drive innovation and continuous improvement.
- Perform other duties as assigned by the line manager.
Yêu cầu công việc
- Minimum of 7 years of experience in CX/ CS management, with at least 5 years in a leadership role.
- Strong leadership, communication, and interpersonal skills.
- Demonstrated ability to lead, coach, and develop a high-performing team.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends and insights, and develop effective solutions.
- Excellent project management skills, with the ability to plan, prioritize, and execute multiple projects simultaneously.
- Knowledge of customer service technologies and tools.
- Proven ability to collaborate effectively with cross-functional teams and stakeholders.
- Ability to work in a fast-paced, deadline-driven environment.
Quyền lợi được hưởng
Direct exchange in the interview
