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Senior Customer Experience Specialist

3 months ago

Ho Chi Minh City, Ho Chi Minh, Vietnam PNJ Full time

NƠI LÀM VIỆC:

  • Hồ Chí Minh

CẤP BẬC:

  • Nhân viên

HÌNH THỨC:

  • Nhân viên
chính thức

BẰNG CẤP:

- Đại học

KINH NGHIỆM:

  • 5 Năm

MỨC LƯƠNG:

  • Lương thỏa thuận

NGÀNH NGHỀ:

  • Bán lẻ / Bán sỉ, Dịch vụ khách hàng, Tổ chức sự kiện, Tiếp thị

HẠN CHÓT NHẬN HỒ SƠ:

  • 30/07/2024

PHÚC LỢI:

  • Máy tính xách tay
  • Bảo hiểm
  • Du Lịch
  • Phụ cấp
  • Xe đưa đón
- Đồng phục

  • Thưởng
  • Chăm sóc sức khỏe
- Đào tạo

  • Phụ cấp
thâm niên

MÔ TẢ CÔNG VIỆC:

1.

Mission:


Monitor and supervise the implementation of the Customer Experience Program to ensure its goals and create the highest level of customer satisfaction and customer loyalty.


2.

Responsibilities:

  • Implement projects to enhance customer experience. Prepare progress reports and project performance reports.
  • Develop a plan for activities/events/decorations during special occasions throughout the year, following the seasons/festivals, to increase engagement and provide a consistent customer experience.
  • Design and execute customer satisfaction and loyalty initiatives to elevate customer engagement and foster brand allegiance.
  • Participate in building customer experience assessment tools/systems, propose suggestions, and implement improvement actions to improve customer satisfaction and retention rates.
  • Participate in customer journey mapping and identify gaps/opportunities opportunities to proactively enhance the customer experience.
  • Establish good touchpoints across the entire customer relationship journey, identify customer segmentation and develop suitable strategies, provide inputs for keeping finetuning the customer's experience.
  • Coordinate with all internal stakeholders to carry out necessary work to ensure consistency and transparency in customer experience development projects.
  • Coordinate assessments with individuals and organizations to equip retail teams knowledge and skills to provide the best customer experience.
  • Perform other tasks assigned by superiors.

YÊU CẦU CÔNG VIỆC:

a

Education:

  • Degree and major: Bachelor's Degree or higher qualification in a relevant discipline/ business administration
  • Foreign language proficiency: English communication
  • Other experiences required by the industry: retail, customer service, events, customer experience, training, human resource assessment.
b

Experiences:

  • Minimum 4 years CX or relevant experience
  • Work experience related to current job: customer experience development, customer care system management, customer crisis handling, customer demand forecasting, business resource capacity assessment/ enhancement.
  • Having worked in largescale retail companies is an advantage
c

Skills:

  • Job skills: training, analytical skills.
  • Soft skills: implementation, evaluation, partner management, creativity, resultsoriented skills.
  • Management skills

PHÚC LỢI & MÔI TRƯỜNG LÀM VIỆC:

  • Thưởng tháng lương 13, Thưởng thành tích: tháng lương 14,15 và thưởng khác theo kết quả kinh doanh công ty.
  • Thưởng
Kinh doanh theo tháng/quý/năm.

  • Thưởng
dịp Lễ, Tết, thưởng đột xuất cho thành tích xuất sắc trong tháng.

  • Tăng lương theo năng lực và hiệu quả công việc.
  • Chi phí Tiền ăn, xăng, điện thoại, và các hỗ trợ chi phí khác theo vị trí và tính chất công việc.
  • Chi phí Công tác phí theo cấp bậc.
  • Phụ cấp
đồng phục cho Nhân viên hằng năm.

  • Bảo hiểm
Xã hội, Bảo hiểm tai nạn 24/24, Bảo Hiểm Sức Khỏe Cá Nhân.

  • Khám sức khỏe định kì hằng năm.
  • Chế độ nghỉ phép cho nhân viên từ 12 ngày/năm.
  • Chương trình đào tạo và phát triển sự nghiệp.
  • Môi trường làm việc chuyên nghiệp, năng động, cơ hội thăng tiến, phát triển nghề nghiệp.
  • Các họat động tập thể: Teambuilding, Ngày hội văn hóa, Văn nghệ, CLB thể dục thể thao
  • Các hoạt động công đoàn: Quà tặng nhân dịp 8/3, 20/10, Quốc tế Thiếu Nhi 1/6, Tết Trung thu