Customer Experience Executive

I. Information
- Department: Customer Experience
- Position: Customer Experience Executive
- Report to: Sales & Marketing Director
- Location: Floor 3rd, Tower A, Sky City Towers, 88 Lang Ha, Dong Da, Hanoi
- Workings hours: Monday - Friday: 8h00 - 18h00
II. Job details
1. JOB OBJECTIVE: The role of a customer experience (CX) is to ensure that all the activities follow a customer-centric approach and deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey.
2. RESPONSIBILITY:
*** Customer experience:
- Define customer journey and have a strategy & implement to deliver customer excellence at all touch points through customer journey.
- Developing and implementing strategies, initiative to improve customer experience across multiple touchpoints and channels
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Collaborating with cross-functional teams, such as marketing, sales, product development... to align customer experience efforts with business goals and objectives.
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
*** CS Tool/ Software system admin:
- Propose effective Omni channel customer support tools. Execute integration between CS tool with other internal/ external platforms
- To develop chatbots automation scripts for improve Customer's experience
- Planning & delivering CRM strategies and structure :
- Develop standards for customer categorization
- Planning & develop CRM's ticket flow
- Design email automation for CRM's ticket
- Develop Lead automation's flow
*** Customer Service:
- Develop and maintain customer support documentation, including user manuals, FAQs, and other resources.
- Establish customer service processes and procedures, including response time, issue resolution, and escalation protocols, feedback or complaints procedures
- Monthly report on customer service metrics, such as lead conversion rate, response time and customer satisfaction