CUSTOMER EXPERIENCE SPECIALISTCÔNG TY TNHH CÔNG NGHỆ GEARVN
Nơi làm việc: Hồ Chí Minh
Thu nhập: Thương lượng
Hình thức: Toàn thời gian
Ngày đăng: 04/07/2024
Hạn nộp: 20/08/2024
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Job Description
Job Overview:
The Customer Experience Specialist at GEARVN plays a crucial support role in ensuring exceptional customer experiences across all touchpoints. This role involves assisting the company in tracking customer journeys, gathering insights, implementing customer experience initiatives, and fostering a customer-centric culture within the organization. The ideal candidate will collaborate with various departments and be instrumental in driving improvements that enhance customer satisfaction and loyalty.
Key Responsibilities:
1) Assist in Tracking Customer Journey and Gathering Insights:
- Monitor and analyze the customer journey across all touchpoints using quantitative and qualitative data collection methods to identify key customer interactions and moments that matter, assessing satisfaction, efficiency, and friction points.
- Conduct and review customer feedback, surveys, and service interaction data to gain insights into customer needs and expectations.
2) Support the Translation of Insights into Customer Experience Initiatives:
- Collaborate with the Customer Experience Manager to develop strategic initiatives based on customer insights.
- Help create detailed plans that outline the scope, goals, and timelines of customer experience projects, ensuring alignment with broader business objectives.
3) Collaborate on the Implementation of Initiatives:
- Work with relevant departments such as Store, Marketing, Product Management, and Hub to ensure seamless execution of customer experience initiatives.
- Communicate to relevant departments to execute according to plan
- Assist in facilitating cross-functional teams to drive changes and ensure all stakeholders are aligned and engaged in improving the customer experience.
- Monitor the implementation of initiatives, providing real-time feedback and making adjustments as needed based on evolving customer expectations.
- Measure the impact of implemented initiatives on customer loyalty and overall satisfaction, using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
4) Continuous Improvement and Advocacy:
- Act as an advocate for the customer within the organization, supporting changes and improvements that enhance customer loyalty and satisfaction.
- Share insights and learnings with the broader organization to foster a customer-centric culture and emphasize the importance of customer experience in achieving business success.
Requirement
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- Minimum of 3 years' experience required, with at least 1 years in research agencies/field
- Preference is given to candidates with backgrounds in e-logistics/logistics, retail, e-commerce, or technology-driven industries, but it is not a requirement.
- Strong analytical skills to interpret complex data and translate it into actionable improvements.
- Problem-solving abilities and attention to detail.
- Good at communication and presentation
- Data-driven mindset
Benefit
- Dynamic working environment where you can freely contribute your ideas to the company's development.
- Competitive salary and bonus scheme based on competence.
- Participation in state-mandated insurance.
- 14 days of annual leave.
- Additionally, the company provides private health insurance through PVI for employees.
Working time: Monday - Friday ([protected info])
Location: 82 Hoang Hoa Tham Street, Ward 12, Tan Binh District
Giới thiệu công ty
CÔNG TY TNHH CÔNG NGHỆ GEARVN việc làm
78 - 80 - 82 Hoàng Hoa Thám, Phường 12, Quận Tân Bình, TP HCM
Quy mô: Từ 101 - 500 nhân viên
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Vị trí CUSTOMER EXPERIENCE SPECIALIST do công ty CÔNG TY TNHH CÔNG NGHỆ GEARVN tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thương lượng, tìm thêm việc làm về CUSTOMER EXPERIENCE SPECIALIST hoặc công ty CÔNG TY TNHH CÔNG NGHỆ GEARVN ở các link phía trên
Giới thiệu công ty
CÔNG TY TNHH CÔNG NGHỆ GEARVN việc làm
78 - 80 - 82 Hoàng Hoa Thám, Phường 12, Quận Tân Bình, TP HCM
Quy mô: Từ 101 - 500 nhân viên