Scope of work
- 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
Working location
- YODY Ho Chi Minh Office: No 495, Nguyen Thi Thap Str, 7 District, HCMC
- Working time: Mon-Saturday, 8:00 AM - 5:00 PM
Benefits
- Year-end bonus: 01 - 03 monthly salary
- Fully paid Life insurance and disability benefits
- Professional development and training opportunities
- Opportunity for career growth
HR Contacts
Hotline: +84 385 233958 - Ms Hiền
Mail: minhhien@yody.vn
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Văn phòng số 1 - Trụ sở chính