Senior Customer Service OfficerCông Ty TNHH Bảo Hiểm Nhân Thọ MB Ageas Life
Nơi làm việc: Hà Nội
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, Thư ký - Trợ lý, Hành chính - Văn phòng, Kinh doanh, Giao Dịch Khách Hàng, Dịch vụ
Lương: Cạnh tranh
Hình thức: Toàn thời gian
Ngày đăng: 18/09/2024
Hạn nộp: 29/10/2024
Mô tả công việc
Mô tả Công việc
Job purpose:
Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL
Key responsibilities:
1. Loyalty & Customer Care Program:
Design and Implement MBAL's loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.
2. New Sales and Persistency campaigns
Design and Implement Customer campaigns to push sales and persistency of MBAL - in collaboration with Sales Domain and FI Domain, MKT to expand communication to MBAL customer & sale team along with ensure ROI campaign.
3. Voice of customer Inbound/NPS/CSAT analysis to improve Customer service and Customer Journey:
Act as the OP's representative supporting the CX teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).
Analyze the Inbound (Customer and Sales) data through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.
Participate in designing and improving customer journeys across traditional and digital channels.
Follow & Measure KPI of service quality to ensure customer satisfaction.
Manage the Sales support activies
Manage sales support activities
Design process documentation and participate in training for the Sales Forces.
Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL
Design and Implement MBAL's loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.
Design and Implement Customer campaigns to push sales and persistency of MBAL - in collaboration with Sales Domain and FI Domain, MKT to expand communication to MBAL customer & sale team along with ensure ROI campaign.
Act as the OP's representative supporting the CX teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).
Analyze the Inbound (Customer and Sales) data through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.
Participate in designing and improving customer journeys across traditional and digital channels.
Follow & Measure KPI of service quality to ensure customer satisfaction.
Manage sales support activities
Design process documentation and participate in training for the Sales Forces.
Job purpose:
Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL
Key responsibilities:
1. Loyalty & Customer Care Program:
Design and Implement MBAL's loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.
2. New Sales and Persistency campaigns
Design and Implement Customer campaigns to push sales and persistency of MBAL - in collaboration with Sales Domain and FI Domain, MKT to expand communication to MBAL customer & sale team along with ensure ROI campaign.
3. Voice of customer Inbound/NPS/CSAT analysis to improve Customer service and Customer Journey:
Act as the OP's representative supporting the CX teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).
Analyze the Inbound (Customer and Sales) data through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.
Participate in designing and improving customer journeys across traditional and digital channels.
Follow & Measure KPI of service quality to ensure customer satisfaction.
Manage the Sales support activies
Manage sales support activities
Design process documentation and participate in training for the Sales Forces.
Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL
Design and Implement MBAL's loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.
Design and Implement Customer campaigns to push sales and persistency of MBAL - in collaboration with Sales Domain and FI Domain, MKT to expand communication to MBAL customer & sale team along with ensure ROI campaign.
Act as the OP's representative supporting the CX teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).
Analyze the Inbound (Customer and Sales) data through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.
Participate in designing and improving customer journeys across traditional and digital channels.
Follow & Measure KPI of service quality to ensure customer satisfaction.
Manage sales support activities
Design process documentation and participate in training for the Sales Forces.
Yêu cầu công việc
Yêu Cầu Công Việc
Extensive experience in gathering and interpreting customer experience information;
Solid knowledge of online customer engagement platforms and channels.
Have experience as a customer experience officer, or a similar customer/admin support role.
A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
Extensive experience in gathering and interpreting customer experience information;
Solid knowledge of online customer engagement platforms and channels.
Have experience as a customer experience officer, or a similar customer/admin support role.
A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
Thông tin khác
Bằng cấp:
Đại học
Độ tuổi:
Không giới hạn tuổi
Lương:
Cạnh tranh
Đại học
Độ tuổi:
Không giới hạn tuổi
Lương:
Cạnh tranh
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Vị trí Senior Customer Service Officer do công ty Công Ty TNHH Bảo Hiểm Nhân Thọ MB Ageas Life tuyển dụng tại Hà Nội, Joboko tự động tổng hợp mức lương Cạnh tranh, tìm thêm việc làm về Senior Customer Service Officer hoặc công ty Công Ty TNHH Bảo Hiểm Nhân Thọ MB Ageas Life ở các link phía trên
Giới thiệu công ty
Công Ty TNHH Bảo Hiểm Nhân Thọ MB Ageas Life việc làm
219 Trung Kính, Yên Hoà, Cầu Giấy, Hà Nội
Quy mô: Từ 101 - 500 nhân viên