[ HO ] CHUYÊN VIÊN QUẢN LÝ CHẤT LƯỢNG DỊCH VỤ - CUSTOMER EXPERIENCE / SERVICE QUALITY CONTROLLERCÔNG TY TÀI CHÍNH TRÁCH NHIỆM HỮU HẠN MỘT THÀNH VIÊN SHINHAN VIỆT NAM

- Customer Interaction and issue resolution: Engage with frontline through various channels to address inquiries and concerns ly. Resolve customer issues effectively, ensuring a positive resolution.
- Feedback Analysis: Collect and analyze customer feedback, identifying trends and areas for improvement. Collaborate with relevant Dept. to implement changes based on feedback.
- NPS Monitoring: Categorize and analyze NPS feedback to understand detractors, passives, and promoters.
- Detractor Outreach: Proactively reach out to NPS detractors to understand their concerns and reasons for dissatisfaction. Work towards finding solutions and addressing issues to convert detractors into satisfied customers.
- Process Improvement: Identify bottlenecks and pain points in customer interactions. Collaborate with internal departments to streamline processes and enhance the overall customer experience.
- Customer Education: Provide guidance and education to customers on product features, services, and self-help options.
- Cross-Functional Collaboration: Work closely with other departments (such as product development, BU, and sales) to share customer insights and ensure a cohesive customer experience.
- Performance - Reporting: Prepare regular reports on customer satisfaction metrics, Branches KPI. Present findings to management, outlining actionable steps for continuous improvement.
- Training and Development: Stay informed about best practices and customer service trends. Participate in training sessions to enhance skills and knowledge related to customer experience.