customer experience executive - Nhân viên Trải nghiệm khách hàng

Mô tả Công việc
Huu Toan, a leading provider of power generation and energy solutions, is seeking a highly motivated and experienced Customer Experience Executive to work closely with our customers and internal teams to ensure a positive customer experience. The ideal candidate will have a passion for customer service and a desire to help drive business growth through customer satisfaction.
Key responsibilities
Customer Engagement: Interact with customers via various channels such as hotline, email, chat (zalo), and social media (Facebook...) to address inquiries, provide assistance, and resolve issues promptly and effectively.
Relationship Building: Cultivate strong relationships with customers by understanding their needs, preferences, and pain points. Proactively engage with them to gather feedback, anticipate concerns, and offer personalized solutions.
Complaint Handling: Handle customer complaints and escalations with empathy and professionalism. Investigate issues thoroughly, identify root causes, and implement corrective actions to ensure resolution and prevent recurrence.
Process Improvement: Continuously evaluate and enhance customer experience processes and procedures to streamline operations and improve overall efficiency. Collaborate with cross-functional teams to identify areas for improvement and implement appropriate solutions.
Customer Satisfaction Measurement: Get customer feedback and track KPIs related to customer satisfaction, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Analyze data trends and insights to identify areas for improvement and drive strategic initiatives.
Develop and maintain strong relationships with key customers.
Provide training and support to internal teams to ensure a consistent customer experience at each touchpoint.
Follow up customer inquiries and issues to ensure timely resolution.