Customer Experience Manager

#21137

Company Info


Hr2b's client

HR2B's client is the leading global provider of end to end customer care solutions for mobile and IoT devices.

Job Information


Work At
Ho Chi Minh
Level
Manager
Function
Customer Service
Industry
IT - Software
Consultant
Ngo Thi Thu Hong
Ngo Thi Thu Hong
Tel: +84 028 6288 3888 Ext: 872
- Take overall ownership for the service quality and customer satisfaction at walk-in service centers and field service support
- Take ownership of customer complaints and following issues through to resolution
- Define and rollout the standard customer support process across service centers and field service
- Support training of all resources on SOP’s
- Soft skill training of all customer facing and interacting staff
- Root cause analysis for any operational issues defined
- Drive correct customer service culture within company operations team
- Drive improvement activities around operational KPI
- Identify opportunities for improved automation
- Weekly audits to ensure Customer Satisfaction
- Initiate customer-focused program to leverage Customer Experience
- Develop and manage Contact Center

Requirements


- College degree or equivalent work experience
- 5 – 10 years of managerial experience in customer service industry. Experience gained in Contact Center is a plus.
- Strong Customer Orientation
- Excellent interpersonal and communication skill and strong leadership
- High performance teams and a strong team player
- Commitment to company values
- Negotiation skills
- Proven ability to setup defined and repeatable process to ensure consistent operational performance.
- A proven track record of success in operations and customer service
- Amenable to changes and willing to take part in various projects
- English proficiency
- A high level of computer literacy.

Benefits


- A chance to join a global leader in the delivery of customer service.
- Chance to join a new business with strong growth expectations
- Chance to work in a truly multinational, multi-cultural team.
- Competitive pay based on experience
- Social insurance and health insurance
- Vacation leave and paid holidays
- Bonus Program

Contact Information


You can apply online, send your CV or call Ngo Thi Thu Hong at this number
+84 028 6288 3888 - Ext 872



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