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Mô tả công việc
Job Overview:
The Customer Experience Specialist at GHN plays a crucial support role in ensuring exceptional customer experiences across all touchpoints. This role involves assisting the Customer Experience Manager 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 Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
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
The Customer Experience Specialist at GHN plays a crucial support role in ensuring exceptional customer experiences across all touchpoints. This role involves assisting the Customer Experience Manager 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 Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
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
Yêu cầu
Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
Minimum of 3 years' experience required, with at least 2 years in research agencies
Strong analytical skills to interpret complex data and translate it into actionable improvements.
Problem-solving abilities and attention to detail.
Preference is given to candidates with backgrounds in e-logistics/logistics, retail, e-commerce, or technology-driven industries, but it is not a requirement.
Minimum of 3 years' experience required, with at least 2 years in research agencies
Strong analytical skills to interpret complex data and translate it into actionable improvements.
Problem-solving abilities and attention to detail.
Preference is given to candidates with backgrounds in e-logistics/logistics, retail, e-commerce, or technology-driven industries, but it is not a requirement.
Quyền lợi
Central role in a fast-growing sector, directly impacting customer satisfaction and company success.
Competitive salary and benefits package, including bonuses and professional development opportunities.
Dynamic and innovative work environment with opportunities to lead significant change initiatives.
Competitive salary and benefits package, including bonuses and professional development opportunities.
Dynamic and innovative work environment with opportunities to lead significant change initiatives.
Thông tin khác
Cấp bậc
Nhân viên
Kinh nghiệm
2 năm
Số lượng tuyển
1 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
Nhân viên
Kinh nghiệm
2 năm
Số lượng tuyển
1 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
Thông tin chung
- Ngày hết hạn: 17/08/2024
- Thu nhập: 16 triệu - 20 triệu VND
Việc làm tương tự
Aux Cloud Commerce (Vietnam) Company
Thỏa thuận
01/11/2024
Hồ Chí Minh
Công Ty Dịch Vụ Xét Nghiệm Và Chẩn Đoán Y Khoa DIAG
Cạnh tranh
31/10/2024
Hồ Chí Minh
Công ty TNHH ITECHWX
Negotiable
27/10/2024
Hồ Chí Minh
hỗ trợ doanh nghiệp
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