HCM - Customer Experience Executive - Nhân viên Trải nghiệm Khách hàng

Mô tả Công việc

We are looking for a proactive and customer-centric individual to join our team as a Customer Experience Executive (CX Executive). In this role, you will be responsible for optimizing the customer journey based on feedback from shopping experiences and customer interactions. You will support the management of the Voice of Customer and Voice of Staff systems, working closely with cross-functional teams to implement service improvement initiatives while contributing to CX department projects that enhance a customer-first culture and increase overall satisfaction.

• Participate in the operation of CX surveys (NPS, CSAT, Complaint Feedback, Internal Surveys) to collect, analyze, and generate insights that enhance customer experience management.
• Collaborate with relevant functional departments to identify and address pain points in the customer journey, implement improvement actions, and follow up on post-survey engagement activities.
• Process and manage data from available sources (including survey feedback and operational activities) in accordance with internal guidelines and requirements.
• Support administrative tasks related to CX operations, including documentation, reporting, and coordination with stakeholders to ensure smooth execution of CX initiatives.
• Develop and work alongside the team to execute projects that enhance customer-centric culture, employee experience, internal connection, and communications to improve the overall customer experience.
• Stay up to date with industry trends, best practices, and emerging technologies related to customer experience to introduce fresh and innovative ideas to the organization.
• Assist with general administrative duties in compliance with company procedures, ensuring proper documentation, internal approvals, and adherence to operational workflows.

Benefits:

• Attractive salary + lunch allowance + parking allowance
• Holiday bonus, 13th month salary bonus, annual KPI bonus based on revenue, social insurance, Union, year-end party, team building..
• Employee discount purchases
• 12 - 15 days annual leave

Yêu Cầu Công Việc

• Bachelor’s degree in business/ economics/ finance / marketing or related field. 
• Proven experience in a customer-centric role, preferably in customer experience, customer service. 
• Familiarity with omnichannel retail and customer feedback mechanisms is a plus.  
• Excellent communication and interpersonal skills.  
• Data-driven mindset, with proficiency in data analysis tools and techniques.  
• Experience working with cross-functional teams.  
• Ability to adapt quickly to changing business needs and be proactive in finding opportunities to enhance the customer experience.  
• Creative thinking and innovation, with a passion for delivering exceptional customer experiences.