Customer Experience Manager
Mức lương: Trên 30 triệu
Đã hết hạn nộp hồ sơ - 328 lượt xem
Ngày cập nhật: 16/03/2019
Thông Tin Tuyển Dụng
Hình thức làm việc: Toàn thời gian
Chức vụ: Trưởng nhóm
Ngành nghề: Dịch vụ khách hàng, Marketing/Quảng cáo
Mô tả công việc
Responsible for overseeing the customer service department (front-end support - BPO) and ensuring the company delivers the highest level of customer service possible.
Manages the call center operation and ensures KPI’s are met.
Manages post-claims NPS and escalations, ensures customer issues are handled and resolved within SLA.
Build and drive customer vision to create a customer-centric strategy that encompasses all interactions between consumer and company brand/s, B2B and D2C experience.
Design and define customer engagement processes for entire internal team to adhere to
Use controlled test groups to design attractive and relevant communications and content for customers
Track progress and consumer response to products and services; redesign, revamp and/or optimize as quickly as possible based on in-depth analysis and data
Analyze customer feedback and performance metrics using various tools, company-controlled or non-company controlled such as social media channels, sales teams and retail store inputs.
Create data dashboards and analyze reports to track progress, gain actionable insights and optimize results.
Identify opportunities and initiate steps that will enhance customer experience and business value.
Monitor NPS and resolve customer issues based on feedback.
Other tasks assigned by the Region.
Manages the call center operation and ensures KPI’s are met.
Manages post-claims NPS and escalations, ensures customer issues are handled and resolved within SLA.
Build and drive customer vision to create a customer-centric strategy that encompasses all interactions between consumer and company brand/s, B2B and D2C experience.
Design and define customer engagement processes for entire internal team to adhere to
Use controlled test groups to design attractive and relevant communications and content for customers
Track progress and consumer response to products and services; redesign, revamp and/or optimize as quickly as possible based on in-depth analysis and data
Analyze customer feedback and performance metrics using various tools, company-controlled or non-company controlled such as social media channels, sales teams and retail store inputs.
Create data dashboards and analyze reports to track progress, gain actionable insights and optimize results.
Identify opportunities and initiate steps that will enhance customer experience and business value.
Monitor NPS and resolve customer issues based on feedback.
Other tasks assigned by the Region.
Yêu cầu ứng viên
At least 5 years experience in managing and designing customer experience and journeys
Strong experience in managing projects from strategy to execution to optimization, strong digital background.
Sharp analytical skills and ability to use data to drive user journey and experience optimizations.
Has track record of disrupting existing processes in order to champion the voice of customer
Well-versed with analytics platforms such as Salesforce, Google Analytics, Moz
Familiar with digital marketing metrics such as CPC, CPI, CPM, CPA, CPDL / CPI
Fluent in written and verbal English and an Asian language.
People / team management experience
Strong issue-based problem-solving skills, yet agile and adaptable to changes on-the-go, with resilient and can-do attitude
Strong experience in managing projects from strategy to execution to optimization, strong digital background.
Sharp analytical skills and ability to use data to drive user journey and experience optimizations.
Has track record of disrupting existing processes in order to champion the voice of customer
Well-versed with analytics platforms such as Salesforce, Google Analytics, Moz
Familiar with digital marketing metrics such as CPC, CPI, CPM, CPA, CPDL / CPI
Fluent in written and verbal English and an Asian language.
People / team management experience
Strong issue-based problem-solving skills, yet agile and adaptable to changes on-the-go, with resilient and can-do attitude
Quyền lợi được hưởng
- On the Job Training
- Laptop
- Staff Activities
- Laptop
- Staff Activities
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty
AMTRUST MOBILE SOLUTIONS
Ho Chi Minh
Người liên hệ: Ms Sharina
Ho Chi Minh
Người liên hệ: Ms Sharina
AmTrust Mobile Solutions by AmTrust International is more than just a mobile solutions provider. We’re a global hub that connects your customers through the single most important device of this era, the smartphone. Our comprehensive range of services include device protection, repairs, trade-ins, and tech support for convenient and seamless ...Chi tiết
AmTrust Mobile Solutions by AmTrust International is more than just a mobile solutions provider. We’re a global hub that connects your customers through the single most important device of this era, the smartphone. Our comprehensive range of services include device protection, repairs, trade-ins, and tech support for convenient and seamless solutions. Why AmTrust? Because of our trustworthy values. Our brand philosophy is built on passion, innovation, and dedication to providing end-to-end support with quick, easy claims at the lowest cost. We’re trustworthy as we have experience in providing coverage for small businesses with AmTrust Financial Services Inc. AmTrust Mobile Solutions exists to support our partners in providing innovative value added services, creating a new lifecycle to retain customers at best in market rates, so they can enjoy an uninterrupted digital lifestyle. Our Value Added solutions support your business and your customers for an uninterrupted digital life. Smartphones have become an essential part of people’s lives including yours and your customer’s. It’s a necessity, a personal assistant, a lifeline. Anyone can be faced with a broken phone, a victim of theft or the inevitable screen damage. We understand no two circumstances are the same so we offer a customized range of plans, giving your business the flexibility to invest in what you need based on your budget and priorities. “AMTRUST WILL BE THERE; WE’VE GOT YOU COVERED” Ẩn chi tiết
Bạn đang xem tin việc làm Customer Experience Manager trong ngành được tuyển dụng tại bởi AMTRUST MOBILE SOLUTIONS. AMTRUST MOBILE SOLUTIONS đang cần tuyển 0 người nhân sự với hình thức làm việc: Toàn thời gian cố định. Yêu cầu kinh nghiệm Không yêu cầu. Website tìm việc làm timviec24h.vn cập nhật tin Customer Experience Manager cách đây lúc 14/04/2019 00:00:00. Người tìm việc lưu ý không nên đặt tiền cọc khi xin việc . Chúng tôi luôn cố gắng đưa tin tức tuyển dụng nhanh và chính xác nhất cho bạn.
AMTRUST MOBILE SOLUTIONS
Địa chỉ: Ho Chi Minh
Quy mô: 100-499 nhân viên
Việc làm tương tự
Customer Experience Manager
Mức lương: Trên 30 triệu | Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ