Responsibility

• Incharge of managing 2 teams: Call Center and NPS
• Inspires customer loyalty by listening, empathizing, displaying ownership and providing timely communication until resolved.
• Manage escalated customer issues through resolution that require research, analysis and working across internal & external stakeholders.
• Collaborate with CX team to identify opportunities to improve customer experiences.
• Design and analyze customer centric metrics to build insights and recommendations for improving customer experiences.
• Research Customer Comments and Open, Update & Close Alerts.
• Also understand previous requests, actions taken and root cause.Conduct monthly reviews on NPS and related customer services metrics with key stakeholders.

Requirements

• Experience developing key metrics and tracking satisfaction across the customer journey.
• Experience analyzing root causes of VOC improvement opportunities, able to synthesize complex set of information into simple messages for broader stakeholder consumption.
• Demonstrated ability to collaborate with internal and external stakeholders in driving VOC and related metrics.
• Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required.
• Strong project management capabilities; organized with high attention to detail
• Ability to work at Hai Duong and Hanoi at least 2 weeks/month (in 2 months of probation)

Benefits

• Year-end bonus: 01 - 03 monthly salary
• Fully paid Life insurance and disability benefits
• Professional development and training opportunities
• Opportunity for career growth