Hcm - Customer Experience Compliance Specialist
6 months ago
**Mô tả công việc**:
(Mức lương: Thỏa thuận)
Key Responsibilities:
1. Observation and Evaluation:
- Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
- Observing onboarding and training processes to identify areas for improvement.
- Evaluating employee interactions and customer service at the store level.
- Assessing operational processes both in-store and at the office.
- Analyzing customer behavior within stores to enhance service delivery and surveying non-customers on objection reasons.
- Collecting and analyzing feedback from various sources.
2. Reporting and Recommendations:
- Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
- Monthly reporting on the evaluation of operation checklist.
- Establishing a Project Management Office (PMO) to oversee and track improvements.
- Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
- Enhancing training materials and employee handbooks across all functional areas.
- Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.
- Working location: All stores belong to Maison RMI (4 days at shop, 1 day at office per week)
- Working time: from Monday to Sunday (work 5 days/ week, 2 days off in week), work rotating shifts as requested by direct manager
Benefits of Maisonista:
- Basic salary + lunch allowance + parking allowance
- 12 - 15 days annual leave
- Participate in Social Insurance according to labor law regulations
- Generali 24/7 accident insurance
- Periodic health examination
- 13th month bonus, Kpi bonus per year
- Review salary once a year
- Enjoy purchasing policies at preferential prices exclusively for Maison employees
**Chức vụ**: Nhân viên/Chuyên viên
**Hình thức làm việc**: Toàn thời gian
**Quyền lợi được hưởng**:
- Chế độ bảo hiểm
- Du Lịch
- Chế độ thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Tăng lương
**Yêu cầu bằng cấp (tối thiểu)**: Cao Đẳng
**Yêu cầu công việc**:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
- Excellent communication and interpersonal skills.
- Willingness to travel across stores, shopping malls, and specified nearby provinces.
- Ability to work independently and collaboratively with cross-functional teams.
- Proficiency in Vietnamese and English languages.
**Yêu cầu giới tính**: Nam/Nữ
**Ngành nghề**: Chăm Sóc Khách Hàng,Quản Lý Chất Lượng (QA/QC),Vận Hành/Sản Xuất
Cao Đẳng
Không yêu cầu
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