Customer Experience Executive

Mô tả Công việc
Customer Experience:
Define the customer journey and develop a strategy to deliver customer excellence at all touchpoints, particularly for American customers.
Implement strategies and initiatives to improve customer experience across multiple touchpoints and channels.
Analyze customer feedback, surveys, and data to identify pain points and opportunities to enhance the customer journey and create positive experiences.
Collaborate with cross-functional teams (marketing, sales, product development) to align customer experience efforts with business goals and objectives.
Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery, building strong customer relationships.
Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty. Provide regular reports and insights to senior management and stakeholders.
CS Tool/ Software System Admin:
Propose and implement effective omnichannel customer support tools.
Integrate CS tools with other internal/external platforms.
Develop chatbot automation scripts to improve customer experience.
Planning & Delivering CRM Strategies and Structure:
Develop standards for customer categorization.
Plan and develop CRM ticket flow.
Design email automation for CRM tickets.
Develop lead automation workflows.
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, as well as feedback and complaint procedures.
Generate monthly reports on customer service metrics, such as lead conversion rate, response time, and customer satisfaction.
Additional Requirements:
Experience in building customer journeys.
Ability to develop customer service processes, documentation, and deliver training programs.
Experience in quality monitoring and improvement processes.
Excellent communication skills in English.
Prior experience in startups is a plus.
Experience promoting products in the US market is a plus.
Experience with dropshipping is a plus.
Previous experience managing customer service for physical healthcare products, medical devices, or wearable tech devices is a strong advantage.
Define the customer journey and develop a strategy to deliver customer excellence at all touchpoints, particularly for American customers.
Implement strategies and initiatives to improve customer experience across multiple touchpoints and channels.
Analyze customer feedback, surveys, and data to identify pain points and opportunities to enhance the customer journey and create positive experiences.
Collaborate with cross-functional teams (marketing, sales, product development) to align customer experience efforts with business goals and objectives.
Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery, building strong customer relationships.
Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty. Provide regular reports and insights to senior management and stakeholders.
CS Tool/ Software System Admin:
Propose and implement effective omnichannel customer support tools.
Integrate CS tools with other internal/external platforms.
Develop chatbot automation scripts to improve customer experience.
Planning & Delivering CRM Strategies and Structure:
Develop standards for customer categorization.
Plan and develop CRM ticket flow.
Design email automation for CRM tickets.
Develop lead automation workflows.
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, as well as feedback and complaint procedures.
Generate monthly reports on customer service metrics, such as lead conversion rate, response time, and customer satisfaction.
Additional Requirements:
Experience in building customer journeys.
Ability to develop customer service processes, documentation, and deliver training programs.
Experience in quality monitoring and improvement processes.
Excellent communication skills in English.
Prior experience in startups is a plus.
Experience promoting products in the US market is a plus.
Experience with dropshipping is a plus.
Previous experience managing customer service for physical healthcare products, medical devices, or wearable tech devices is a strong advantage.