Thông tin công việc
Mô tả
To be an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. A Customer Experience Senior Manager will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
To ensure success as a customer experience specialist, it requires to be exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image
ROLES:
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
WORKING RELATIONSHIPS:
Internal:
- Merchandise, Operation, Property, IT, CRM
External:
- Agencies
- Vendors
Yêu cầu
PEOPLE SPECIFICATIONS:
· A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
· At least two years' experience as a customer experience specialist, or a similar customer support role.
· Extensive experience in gathering and interpreting customer experience information.
· Solid knowledge of online customer engagement platforms and channels.
· Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.
· Exceptional interpersonal skills and a client-centered approach.
· Great organizational and time management abilities.
· Superb communication, collaboration, and problem-solving skills.
- Bằng cấp:
Đại học - Độ tuổi:
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