[ TPHCM - HO ] CHUYÊN VIÊN DỊCH VỤ KHÁCH HÀNG - CUSTOMER EXPERIENCE

Mô tả Công việc

• 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.

Yêu Cầu Công Việc

• Qualifications:

- Graduated from University of Banking/ Economics/ Trade or Business Analysis

- Diploma, Certificate related to CS, CX or Customer Communication is a plus

• Experience:

- At least 2 years of experience in banking/finance industries

- Previous role in sale/ CS is an advantage

- Experience with Customer Relationship Management (CRM) Platform

- Ability to do data analysis and reporting.

• Skills:

- Excellent interpersonal and customer service skills

- Proficiency in MS Office and data review

- Strong communication and negotiation skills

- Effective presentation and information sharing skills

- Good communication in English & Vietnamese