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Customer Success Senior Specialist

2 weeks 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 focuses more on the communications side of the customer experience. They are directly involved in reviewing customer feedback and planning improvements based on it. Their specialty is getting to the root of customer complaints and feedback and creating holistic solutions, as well as getting out in front of problems before the customer notices them.

Vị trí này tập trung nhiều hơn vào khía cạnh truyền thông của trải nghiệm khách hàng. Họ trực tiếp tham gia vào việc xem xét phản hồi của khách hàng và lập kế hoạch cải tiến dựa trên các vấn đề đó. Chuyên môn của họ là xử lý các khiếu nại và phản hồi của khách hàng và tạo ra các giải pháp toàn diện, cũng như giải quyết các vấn đề trước khi khách hàng nhận thấy chúng.

Job Responsibilities:

- Collect all feedback of customer through complaint handling activities and review process and procedures to improvement and fix issued thus optimize the customer experience
- Thu thập tất cả các phản hồi của khách hàng thông qua các hoạt động xử lý khiếu nại và xem xét quy trình, thủ tục để cải tiến và sửa chữa đã ban hành nhằm tối ưu hóa trải nghiệm của khách hàng_
- Implement programs around improving the customer experience and getting ahead of customer complaints and feedback based on customer success strategy or KPI

Thực hiện các chương trình xoay quanh việc cải thiện trải nghiệm khách hàng và giải quyết các khiếu nại và phản hồi của khách hàng dựa trên chiến lược thành công của khách hàng hoặc KPI
- Manage in multiple phases of the customer lifestyle to have a bird’s eye perspective
- Quản lý theo nhiều giai đoạn vòng đời của khách hàng tại công ty để có góc nhìn toàn cảnh_
- Develop more than processes & procedures to facilitate interaction and workflow between departments, including third-party service providers to ensure delivery service and benefit to customer
- Phát triển thêm các quy trình và cải thiện thủ tục tạo điều kiện thuận lợi cho sự tương tác và quy trình làm việc giữa các phòng ban, bao gồm cả các nhà cung cấp dịch vụ bên thứ ba, để đảm bảo mang lại dịch vụ và lợi ích cho khách hàng_
- Prepare necessary documentation or reports for client to demonstrate performance of customer campaigns; analyze trends in CSAT/NPS/CES scores to identify areas of improvement
- Chuẩn bị tài liệu hoặc báo cáo cần thiết cho khách hàng để chứng minh hiệu suất của các chiến dịch; phân tích xu hướng trong điểm số CSAT / NPS/CES để xác định các lĩnh vực cần cải thiện_
- Work with CX marketing or other departments team to drill customer references and develop case studies
- Làm việc với CX marketing hoặc các bộ phận khác để tìm hiểu thông tin tham khảo của khách hàng và phát triển các nghiên cứu điển hình_

Job Requirements:

- _ Communications, business administration or marketing degree_
- Có bằng Đại học ngành Truyền thông, Marketing và Quản trị kinh doanh_
- _ At least 3- 5 years’ experience in customer complaint handling, communication, or customer success_
- Có kinh nghiệm 3-5 năm trong việc giải quyết khiếu nại, truyền thông và dịch vụ khách hàng_
- _ Have knowledge in insurance/ customer loyalty management in finance company_
- Có kiến thức trong ngành bảo hiểm và về quy trinh quản lý khách hàng ở các công ty tài chính_
- _ Knowledge of customer success processes_
- Có kiến thức về dịch vụ khách hàng thành công_
- _ Excellent communication and interpersonal skills_
- Kỹ năng giao tiếp tốt_
- _ High computer literacy and ability to learn new software_
- Học hỏi nhanh và thích nghi cao với môi trường công nghệ_