Mô tả công việc
Position Summary
- Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.
- Provide efficient solutions to customers by developing and operating online contents.
Role and Responsibilities
- Contact Center Operations Overall Key Performances Index (KPI) management:
- Monitor overall Contact Center operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
- Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.
- Quality management: Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.
- Customer support management: Perform activities for customer support by developing contents for customers to find solutions for problems through online.
- Lead digital transformation initiatives, including AI, chatbot, IVR, CRM, and omnichannel customer support and reduce service costs.
- Market research management: Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
- Execution to sales support through Customer Retention Program.
- VOC management: Response and manage customer claims.
- Leads small teams of professionals with limited control over budget spending or HR management such as recruiting or dismissal and supervises mentoring and coaching for team members.
- Typically implements short-term action plans rather than developing policy, process or strategy.
- Enhances or Improves methods or procedures and provides coaching to team members to ensure successful outcome.
- Has expertise in most or all job areas within a job family.
- Acts independently to determine methods and procedures on new or special assignments.
Skills and Qualifications
- Bachelor’s degree or above in Business Administration, Marketing, Management, or a related field.
- Strong expertise in customer experience management, contact center operations, KPI management, customer satisfaction improvement, and digital/online customer service.
- Strategic mindset with strong analytical, problem-solving, communication, and presentation skills.
- Proven ability to lead cross-functional teams, drive operational excellence, and implement continuous improvement initiatives.
- Good command of Vietnamese and English.
- Strong stakeholder management and leadership capabilities.