Recruit Customer Insight Senior Manager tại Hồ Chí Minh - Mm Mega Market Vietnam

To be an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. A Customer Experience Senior Manager will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
To ensure success as a customer experience specialist, it requires to be exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image
ROLES:
Tracking customer experiences across online and offline channels, devices, and touchpoints.
Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Performing product tests, evaluating after-sales and support services, and facilitating improvements.
Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
Documenting processes and logging technical issues, as well as customer compliments and complaints.
Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
Keeping informed of industry trends and new CRM technologies.
WORKING RELATIONSHIPS:
Internal:
Merchandise, Operation, Property, IT, CRM
External:
Agencies
Vendors