Customer Insights Specialist

VPĐD tại Hà Nội - Công ty TNHH Thiết kế Thương mại DLS

Địa điểm làm việc: Hà Nội

Hết hạn: 5 giờ trước

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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:

Working time:

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.

Thông tin chung

Ngày hết hạn: 21/03/2025
Thu nhập: Thương lượng

Giới thiệu công ty Xem trang công ty

Established in April 2016, DLS is one of Vietnam's foremost Startup of the cross-border e-commerce industry. After three years of development, we have been operating based on the principle of providing high-quality products throughout the design process, fabric selection and continuing after the...

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