Customer Experience Senior Manager Công ty TNHH MM MEGA MARKET Việt Nam

- 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

- Thời gian làm việc T2 - T6 , 15 ngày phép/năm - Lương tháng 13 + KPI 4 tháng/năm -Bảo hiểm sức khỏe cho gia đình nhân viên

- 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. - Good communication, collaboration, and problem-solving skills.