Customer Experience Associate

• Design NPS survey for Users & Merchants
• Visualise pain points from Users & Sellers & feedback to internal teams
• Coordinate crossed-function improvement projects & track impacts
• Study users with bad experiences on platform & perform user recovery
• Review & Communicate users on change of policy, new/change feature
• Review data on what Users contact Now/have issues the most, propose & proceed the communication channels to improve contacts per order (in charge of User FAQ section)
• Stay alert of Now issues on Social Media, propose & lead hot fix to the consequences occurred with other departments, propose prevention plan/systematic fix for the issues
• Provide input to PM in building new product features to minimize CPO
• Analyze Users behavior and segmentation for high level business decision

• Minimum 2 years of working experience in tech start-up environment (e-commerce, ride-hailing, food delivery…)
• Minimum 1 year of experience related to operations with cross-functions.
• High level of critical thinking, attention to details & numerical skill to keep track of performance & generate report to top management
• High level of communications skill to interpret complex problems to clear goals for each functions, fluent in speaking & writing English
• High collaboration with all departments, open-minded & flexible align process with counterparts from other functions
• Fast-learning and open to change

- 13th month and KPI bonus
- Social Insurance & Health Insurance
- 12 Annual Leave + sick leave

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