[ila] Customer Experience Officer

7 months ago


Ho Chi Minh City, Vietnam ILA Full time

**Responsibilities**:

- Be up-to-date with product knowledge of ILA courses, methodology, systems (Moodle, ILA connect, ILA accounts, reminder, attendance, gradebook/test score, Student handbook, etc.), etc..
- Make required number of customer calls for each of the identified interaction points daily.
- Track & record customer satisfaction at each interaction point with the business in accordance with communication script & data recording procedures.
- Identify customer’s experience, satisfaction and/or issues at ILA.
- Update the Customer feedback resolution file (CFR): clarify information with customer, record clearly and accurately, inform relevant department.
- Review own or other officers’ accuracy of data recording as assigned by CES
- Make market research calls, facilitate in customer focus groups, or customer-facing research.
- Any other reasonable task assigned by the CES

**KPIs**:

- number of calls/CFRs per day
- quality of data recorded for customer issues or complaint

**Skill Requirements**:
**Skills**:

- Analytical skills
- Communication skills
- Attention to detail
- Basic programming
- Math skills
- Descriptive statistics
- Project Management
- Industry Knowledge

**Language**:Fluent English language

**Computer**: Microsoft Office, particularly Excel and Powerpoint (or like presentation system)

**Other requirements**: Ability to learn and keen to improve knowledge in the field of Customer Experience.

**Required Experience**:
2 years of experience in a service related role

**Required Education and qualifications**:
Bachelor Degree

**Benefits**:

- Competitive salary
- Insurance fully provided
- Private insurance will be provided for official staff
- Discount up to 90% on English tuition fees for staff and close relatives
- An active, professional, dedicated working environment with experienced managers and friendly colleagues
- Bonding trips and events
- 14 day-off per year along with other benefits according to the company's regulation.

**Contact Us**:

- 146 Nguyen Dinh Chieu, District 3, Ho Chi Minh City, Vietnam
- 0986239042



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