[tam Son] Hn

2 weeks ago

Hanoi, Vietnam OPENASIA GROUP Full time

JOB BENEFIT
- Laptop
- Insurance
- Travel opportunities
- Incentive bonus
- Health checkup
- Training & Development
- Salary review
- Annual Leave

**Customer experience management**:

- Working with MKT and RT to build up and manage customer experience journey
- Collecting and analyzing customer feedback to improve online and offline services
- Evaluate, analyze customer data (needs, behavior, preferences....)
- Collaborate with partners to provide premium experiences/perks for customers
- Handling customer complaints

**Service quality management: (to be transferred to Operations team)**
- Manage, supervise and maintain the implementation of customer service quality standards at offline store and online
- Build up customer service excellence training document and conduct training to sales staff
- Participate in building up Customer Service platform
- Tracking customer service KPIs and metrics

JOB REQUIREMENT

**1. Core Competencies**
- Customer connectedness and customer centric
- Teamwork, time management, attention to detail
- Proactive, result driven, ambitious and self-motivated
- Logical thinking, objectivity, integrity
- Planning, budgeting, and organizing events
- Good synthesis, analysis and reporting
- Excellent communication, presentation and negotiation

**2. Skills**
- Graduated from business administration, marketing or related fields
- 2 years proven working experience in customer service, customer experience, private banking, guest relations or partnership management
- Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above)
- Proficient in Outlook, Word, Excel and PowerPoint
- Hands on experience with CRM software/system

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