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Customer Experience Senior Manager

MM Mega Market Vietnam
Ngày cập nhật: 04/05/2021

Thông tin tuyển dụng

Phúc lợi

  • Laptop
  • Chế độ bảo hiểm
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Công tác phí
  • Phụ cấp thâm niên
  • Nghỉ phép năm

Mô tả công việc

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:

  1. Tracking customer experiences across online and offline channels, devices, and touchpoints.
  2. Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
  3. Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
  4. Identifying customer needs and taking proactive steps to maintain positive experiences.
  5. Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  6. Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
  7. Performing product tests, evaluating after-sales and support services, and facilitating improvements.
  8. Documenting processes and logging technical issues, as well as customer compliments and complaints.
  9. Keeping informed of industry trends and new CRM technologies.

WORKING RELATIONSHIPS:

Internal:

  • Merchandise, Operation, Property, IT, CRM

External:

  • Agencies
  • Vendors

Yêu cầu công việc

PEOPLE SPECIFICATIONS:

·         A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

·         At least two years' experience as a customer experience specialist, or a similar customer support role.

·         Extensive experience in gathering and interpreting customer experience information.

·         Solid knowledge of online customer engagement platforms and channels.

·         Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.

·         Exceptional interpersonal skills and a client-centered approach.

·         Great organizational and time management abilities.

·         Superb communication, collaboration, and problem-solving skills.

Thông tin khác

  • Bằng cấp: Bachelor
  • Độ tuổi: Không giới hạn
  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

MM Mega Market Vietnam

www.mmvietnam.com

MM Mega Market Vietnam (MMVN) (former Metro Cash & Carry Vietnam) started its wholesale operations locally in 2002. After transferring from Metro Group to... Xem thêm

Customer Experience Senior Manager

MM Mega Market Vietnam