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Customer Care Senior Specialist

3 months ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time
Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

This role is settling to work with Customer Care Manager execute the Customer Care Strategy via proposal campaigns and activities related to customer care and engagement and supporting the achievement of NPS/ CSAT/ CES growth targets in line with PVA Strategic goals

Vai trò này được giải quyết để làm việc với Quản lý chăm sóc khách hàng thực hiện Chiến lược chăm sóc khách hàng thông qua các chiến dịch đề xuất liên quan đến việc triển khai chương trình chăm sóc khách hàng và giữ mối liên hệ với khách hàng và hỗ trợ đạt được các mục tiêu tăng trưởng & phù hợp với các mục tiêu chiến lược của PVA

**Job Description**:
Customer campaign & activities management
- Analyze and identify the right targeting customer to propose campaign to improve customer satisfaction
- Provide action plans, proposal activities to increase the customer experiences
- Prepare communication contents and idea for campaigns
- Coordinate and work closely with other functions for better communication and campaign deployment/ execution
- Review and propose revised/ new process, workflow to increase the interaction & engagement rate for targeted customer groups
- Improve and diversify rewards (gift/code/deal) on PRURewards to make deal more interesting and relevant to different customers needs, develop new merchant & deal to serve all kind of VIP in countrywide
- Identify customer insight for better communication via touchpoints (directly to customer, via sales channels, via over the counter, customer service team)
- Cung cấp các kế hoạch và hoạt động đề xuất để tăng mức độ trải nghiệm của khách hàng theo năm
- Phối hợp chặt chẽ với các phòng ban khác để truyền thông và triển khai / thực hiện chiến dịch tốt hơn
- Xem xét và đề xuất sửa đổi quy trình để tăng tỷ lệ duy trì cho các nhóm khách hàng mục tiêu
- Phân tích tình hình duy trì khách hàng và xác định đúng khách hàng mục tiêu để đề xuất chiến dịch nhằm cải thiện hiệu suất duy trì khách hàng theo năm
- Chuẩn bị nội dung và ý tưởng truyền thông cho các chiến dịch
- Phối hợp chặt chẽ với các phòng ban khác để truyền thông và triển khai / thực hiện chiến dịch tốt hơn
- Xem xét và đề xuất sửa đổi quy trình hoặc tạo quy trình mới để tăng tỷ lệ duy trì cho các nhóm khách hàng mục tiêu
- Cải thiện và đa dạng hóa các hạng mục trên PRURewards để tang độ yêu thích và phù hợp nhu cầu khách hàng trên toàn quốc
- Xác định thông tin chi tiết của khách hàng để giao tiếp tốt hơn qua các điểm tiếp xúc (trực tiếp với khách hàng, qua các kênh bán hàng, qua quầy, kênh chăm sóc khách hàng)

Reporting and data analysis
- Pre and post evaluate campaigns for better proposal/ improvement plan to care customer
- Find new opportunities within data for activities customization
- Gathering and analyzing data to understand your customer base and coming up with suggestions for improving the existing care plan
- Đánh giá chiến dịch trước và sau để đề xuất và có kế hoạch cải tiến tốt hơn để chăm sóc khách hàng
- Tìm cơ hội mới trong dữ liệu cho từng nhóm khách hàng khác nhau
- Thu thập và phân tích dữ liệu để hiểu cơ sở khách hàng của bạn và đưa ra các đề xuất để cải thiện kế hoạch chăm sóc & duy trì hiện có

Job Requirements:
Qualifications:

- University degree
- At least 2 - 3 years of experience in customer service, experience in customer activities and campaign proposal and deployment
- Experience in customer service activities from all industry
- Đại học
- Ít nhất 2 - 3 năm kinh nghiệm trong dịch vụ khách hàng
- Có kinh nghiệm về dịch vụ khách hàng trong các ngành

Skill and knowledge
- Understand Life Insurance market is an advantage;
- Ability to manage conflict, pressure;
- High agility to change (innovation mindset);
- Strategic thinking and customer excellence mindset;
- Demonstrate to work across the organization and drive continuous improvement.
- Communicate well in Vietnamese and English (spoken and written)
- Hiểu thị trường bảo hiểm nhân thọ là một lợi thế;
- Khả năng quản lý xung đột, á