Position: Customer Insights Specialist
Salary: Negotiable
1, Main responsibilities:
Operational & Quality Control (25%):
- Develop and optimize customer service processes to improve efficiency and satisfaction.
- Work with the agent team to improve response times, support quality, and overall performance.
- Implement quality control measures to ensure high standards in customer interactions.
Customer Insights & Service Improvement (40%):
- Analyze customer feedback, complaints, and survey responses to identify trends and areas for improvement.
- Conduct research to understand customer needs, pain points, and expectations to enhance services and processes.
- Propose new services or solutions to enhance customer experience and drive long-term loyalty.
- Deploy and manage data automation tools to streamline reporting and make insights more accessible.
Research & Innovation (35%):
- Study successful customer success models and apply best practices to improve services
- Stay updated on customer experience trends, tools, and technologies to enhance service offerings.
2, Requirements:
- Bachelor's Degree or Equivalent in Business Administration, Marketing, International Trade, or related fields.
- 2+ years of experience in customer success, customer insights, or data analysis.
- Strong analytical skills with experience in customer feedback analysis, trend identification, and reporting.
- Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
- Familiarity with customer service tools (Freshdesk, Zendesk, or similar) and reporting dashboards.
- Experience in e-commerce, understanding of AI chatbots, self-service solutions, and automation in customer support is an advantage.
3, Working time & Location:
Monday to Friday: 8:30 AM to 6:00 PM (Lunch Break: 12:00 PM - 1:30 PM) - Hanoi Office
- Location: 7th Floor, Hanoi Centerpoint, no. 27 Le Van Luong str., Nhan Chinh, Thanh Xuan, Hanoi.
4, Why join us?
Attractive compensation packages:
- Competitive skill-based and performance-based salary;
- A guaranteed bonus of 1 month's salary per year;
- An annual bonus equal to 1 - 3 months' salary based on individual and business performance;
- Modern working devices provided by the company;
- Free home-cooked lunch served at the office;
- A pantry full of fresh fruit, snacks, tea and coffee;
- Comprehensive health coverage with PTI premium health insurance.
Personal and professional development opportunities:
- Online & offline training programs conducted by supervisors, mentors, buddies;
- Training & development reimbursement policy for employees, covering full/partial cost of external training programs.
A young and dynamic working environment:
- A green and open-plan office that stimulates creativity and enhances productivity among employees;
- Recreation spaces help employees get rid of stressful moments and refresh themselves.
- At DLS, employees are heard, empowered and recognized for their contributions.
