[ HO ] Chuyên Viên Dịch Vụ Khách Hàng - Customer Experience
Job description
• Customer Interaction and issue resolution: Engage with frontline through various channels to address inquiries and concerns ly. Resolve customer issues effectively, ensuring a positive resolution.
• Feedback Analysis: Collect and analyze customer feedback, identifying trends and areas for improvement. Collaborate with relevant Dept. to implement changes based on feedback.
• NPS Monitoring: Categorize and analyze NPS feedback to understand detractors, passives, and promoters.
• Detractor Outreach: Proactively reach out to NPS detractors to understand their concerns and reasons for dissatisfaction. Work towards finding solutions and addressing issues to convert detractors into satisfied customers.
• Process Improvement: Identify bottlenecks and pain points in customer interactions. Collaborate with internal departments to streamline processes and enhance the overall customer experience.
• Customer Education: Provide guidance and education to customers on product features, services, and self-help options.
• Cross-Functional Collaboration: Work closely with other departments (such as product development, BU, and sales) to share customer insights and ensure a cohesive customer experience.
• Performance Reporting: Prepare regular reports on customer satisfaction metrics, Branches KPI. Present findings to management, outlining actionable steps for continuous improvement.
• Training and Development: Stay informed about best practices and customer service trends. Participate in training sessions to enhance skills and knowledge related to customer experience.
Job requirements
Qualifications:
• Graduated from University of Banking/ Economics/ Trade or Business Analysis
• Diploma, Certificate related to CS, CX or Customer Communication is a plus
Experience:
• At least 2 years of experience in banking/finance industries
• Previous role in sale/ CS is an advantage
• Experience with Customer Relationship Management (CRM) Platform
• Ability to do data analysis and reporting.
Skills:
• Excellent interpersonal and customer service skills
• Proficiency in MS Office and data review
• Strong communication and negotiation skills
• Effective presentation and information sharing skills
• Good communication in English & Vietnamese
What We Can Offer
Healthcare Plan
Paid Leave
Training
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Job Information
30/09/2024
Experienced (non-manager)
Customer Service > Customer Service
Communication Skills, Customer Service, Data Analysis, Interpersonal Skills, Proficiency In Ms Office
Finance
Any
2
Any
Job Locations
The METT Tower B, An Khánh, Quận 2, Ho Chi Minh City, Vietnam
Empress Tower, 138-142 Hai Ba Trung Street, Da Kao Ward, District 1, HCMC
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