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Customer Experience Senior Specialist

4 months ago

Ho Chi Minh City, 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 job has primary responsibility in managing Voice of Customer and Voice of Distribution, analyze different source of data to provide the insights for stakeholders, initiate and implement projects to improve Customer’s experience.

(Vị trí này sẽ chịu trách nhiệm chính trong quản lý phản hồi của Khách hàng và tư vấn viên, tổng hợp và phân tích thông tin từ nhiều nguốn khác nhau để cung cấp cho các bên liên quan, đề xuất và thực hiện các dự án nâng cao trải nghiệm Khách hàng)

Job Responsibilities
_/ Phạm vi công việc_

Manage the Voice of Customer across touchpoints through EFM system:

- Quản lý việc “Lắng nghe Khách hàng” ở các điểm tương tác thông qua hệ thống EFM_
- Make sure the system performs as expected.
- Đảm bảo hệ thống vận hành theo đúng thiết kế_
- Continue to revise the survey content of existing touchpoints and develop new ones following PCA and company’s direction
- Không ngừng cải tiến/ thay đổi các khảo sát hiện tại cũng như xây dựng thêm khảo sát cho các điểm tương tác mới theo định hướng ưu tiên của PCA và công ty theo từng thời điểm._
- Work with stakeholders to make sure Close the Loop is conducted within SLA.
- Làm việc với các phòng ban liên quan để đảm bảo việc gọi ra hỗ trợ các KH phản hồi chưa hài lòng được thực hiện theo đúng khoảng thời gian quy định cho phép._
- Together with stakeholders to provide improvement actions to increase the customer satisfaction.
- Cùng với các phòng ban liên quan hoạch định và thực hiện các kế hoạch nhằm tăng mức độ hài lòng của Khách hàng_
- Monthly report to PCA
- Báo cáo định kỳ cho vùng_

Representative for Customer’s Voice in the company’s projects. Make sure Customer Centric is applied through:
Là đại diện tiếng nói của Khách hàng trong các dự án của công ty. Đảm bảo việc Lấy Khách hàng làm trọng tâm được thực hiện thông qua:

- Review and make sure the processes are designed not only operation effective but also bring the best service to customer
- Xem xét và đảm bảo các quy trình được thiết kế không chỉ có mục tiêu vận hành hiệu quả mà còn đem đến dịch vụ tốt nhất cho Khách hàng._
- Review the UI/UX developed for customer’s systems to make sure it’s easy and simple to use.
- Xem xét UI/UX của các giao diện dành cho Khách hàng để đảm bảo hệ thống dễ dàng và đơn giản khi sử dụng._
- Review the communication content and recommend suitable channels of communication, frequency of communication to make sure we deliver simple, easy to understand message to customers, keep customer notified/ informed about our products and services
- Xem xét và duyệt các nội dung thông tin tới khách hàng và đề xuất các kênh cũng như tần su
- t thông tin đến khách hàng để đảm bảo nội dung rõ ràng, dễ hiểu và Khách hàng được cập nhật, thông báo đầy đủ về sản phẩm/ dịch vụ của công ty._

Be the Key Contact to review the customer’s communications, provide guidance/ consultation to stakeholders for customer experience matters

Chịu trách nhiệm xem xét các thông tin gửi đến Khách hàng, hướng dẫn và tư vấn cho các phòng ban liên quan các vấn đề liên quan đến trải nghiệm khách hàng.

Drive insights to actions
- Sử dụng các thông tin từ phân tích, nghiên cứu để đưa ra các hành động_
- Organize actionable workshop after obtaining research findings/ data findings so that the information and be shared and bring to actions by different teams
- Tổ chức workshop để chia sẻ các thông tin từ dữ liệu phân tích được hoặc từ kết quả nghiên cứu thị trường để các teams cùng nhau đưa ra các chiến lược, hành động_
- Initiate actions to improve customer experience and lead end to end projects to deliver the initiatives improving customer experience across touchpoints.
- Có những sáng kiến để tăng trải nghiệm và có thể quản lý toàn bộ dự án để triển khai các sáng kiến tăng trải nghiệm Khách hàng ở các điểm chạm_
- Join cross-function projects to represent voice of customers.
- Tham gia các dự án c