[ HO ] Chuyên Viên Dịch Vụ Khách Hàng - Customer Experience

• Customer Interaction and issue resolution: Engage with frontline through various channels to address inquiries and concerns ly. Resolve customer issues effectively, ensuring a positive resolution.
• Feedback Analysis: Collect and analyze customer feedback, identifying trends and areas for improvement. Collaborate with relevant Dept. to implement changes based on feedback.
• NPS Monitoring: Categorize and analyze NPS feedback to understand detractors, passives, and promoters.
• Detractor Outreach: Proactively reach out to NPS detractors to understand their concerns and reasons for dissatisfaction. Work towards finding solutions and addressing issues to convert detractors into satisfied customers.
• Process Improvement: Identify bottlenecks and pain points in customer interactions. Collaborate with internal departments to streamline processes and enhance the overall customer experience.
• Customer Education: Provide guidance and education to customers on product features, services, and self-help options.
• Cross-Functional Collaboration: Work closely with other departments (such as product development, BU, and sales) to share customer insights and ensure a cohesive customer experience.
• Performance Reporting: Prepare regular reports on customer satisfaction metrics, Branches KPI. Present findings to management, outlining actionable steps for continuous improvement.
• Training and Development: Stay informed about best practices and customer service trends. Participate in training sessions to enhance skills and knowledge related to customer experience.

Insurance
Health checkup
,#Annual Leave
,#Training & Development
,#Travel opportunities
,#Sport Club
,#Allowances
Salary review

Communication Skills, Customer Service, Data Analysis, Interpersonal Skills, Proficiency In Ms Office