Chuyên Viên Qualitative Research

7 months ago


Ho Chi Minh City, Vietnam GHN Express Full time

**1. JOB DESCRIPTION SUMMARY**:
Each touchpoint where customers interact, transact, or engage with the company is an opportunity to build a positive predisposition towards the brand, or a minefield where the customer can be put off the brand/company for good. As a member of the Customer Experience team, Customer Experience Specialists have the responsibilities for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders to keep fine-tuning the customer’s experience across all touchpoints and at all stages of the customer journey.

**2. KEY RESULT AREAS**

**Collaboration and project management (60%)**:

- Communication of programs and projects CX
- Building, training on skills, materials, and policies related to the project
- Follow-up detailed implementation plan Liaise/
- Regular communication with internal teams, especially the customer-facing teams, to ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged (depends on assigned tasks)

**CX Manager Assistance (30%)**:

- Assist the Manager to ensure the CX strategies are aligned to the larger business goals and outcomes
- Participate and take a proactive role in project planning meetings, review, and evaluation exercises (daily/ weekly/ monthly/ quarterly)
- Assist the Manager to prepare and submit in a timely manner weekly, monthly, quarterly, annual, and other required reports.
- Perform specific administrative tasks, as per instruction of the Manager, required in the provision of project services in line with Quality Assurance, Quality Control teams and procedures.

**Proposing to improve the design, implementation plan of the project (10%)**:

- Find out the shortcomings in project implementation and propose suitable solutions

**3. COMPETENCIES**:
**3.1 Qualifications & working experiences**:

- Having graduated from a degree in Marketing, Business or Business Administration, Communications, or related field.
- 2+ years’ professional experience conducting qualitative research.

**3.2 Attitudes**:

- Strong work ethic
- Customer
- centric mindset: putting your customer first and at the core of your business in order to provide a positive experience and build long-term relationships.
- Innovative thinking
- Integrity
- Dependability and Responsibility

**3.3 Skills**:

- Independent: Ability to work independently as well as in a team
- Empathy and listening skills: go beyond simply saying that you care, rather put yourself in the customer’s shoes to feel what they feel
- Data analysis/ interpretation skills
- Good at communication and interpersonal skills
- Problem-solving skill
- Adaptability
- Good at verbal and written communication skills

**4. BENEFIT**:

- 13th month salary;
- Social insurance and other types of insurance;
- Periodic health examination;
- Young, dynamic and challenging working environment in e-Logistics industry;
- Opportunities for training and learning;
- Year-end Party; team-building and travel

Loại hình công việc: Toàn thời gian

Mục lương: 14.000.000₫ - 20.000.000₫ một tháng

Khả năng di chuyển đến nơi làm/chuyển nhà:

- Thành phố Hồ Chí Minh: Có khả năng di chuyển đến nơi làm một cách chắc chắn hoặc lên kế hoạch chuyển nhà trước khi bắt đầu làm việc (Bắt buộc)



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