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Work location: Ho Chi Minh
Job level:
Experience: 2 - 5 Years
Salary: -
Industry: Marketing, Customer Service, Quality Control (QA/QC)
Deadline to apply: 05/10/2024
* MISSION/ SUMMARY:
- Develop and implement a comprehensive QA framework to ensure consistent customer service quality across all channels.
- Design and maintain advanced reporting systems to provide actionable insights into customer service performance and customer experience trends.
- Drive initiatives that continuously improve customer satisfaction and reduce service delivery issues.
* RESPONSIBILITIES:
* QA:
- Create plan for the QA process and report.
- Implement QA all complaint, order & inquiry cases.
- Assess the CS/CX team's effectiveness.
* Reporting & KPI:
- Utilize important measures to gauge performance.
- Keep management informed on issues and problems.
- Monitor and document daily, weekly, and monthly summaries and specifics for each region.
* Training & building SOPs/ SLAs/ FAQs:
- Develop and enhance the CS/CX team's SOPs/ SLAs/ FAQs.
- Make plans and deploy training to teach new hires and enhance the abilities of current CS/CX staffs.
- Assess staff competencies and offer suggestions for enhancing operations.
* Other Activities:
- Plan CX activities with manager.
- Analyze rivals and provide the keys.
- Lead the QA and reporting team to guarantee that all reports are completed on time.
- Additional tasks as delegated by manager.
REQUIRED BACKGROUND & ATTITUDE:
- Education: Bachalor’s degree required
- Language: Good English
- Office skills: With good skill at Microsoft office, especially Excel – Power BI – Power Point
- Attitude: Test and learn spirit. Empowered. Need to be passionate by the mission.
COMPETENCIES:
+ Bachelor’s degree required
+ Proficient in using Power BI, Microsoft Office (Excel, Power point, Word)
+ Familiar with CS-CX offline and online (chatbox/livechat/ fanpage management is a plus)
+ Attention to detail
+ Performance oriented
+ Familiar with skills relating CRM systems as a plus
KNOWLEDGE & EXPERIENCE:
- Knowledge:
+ Customer Service/ Customer Experiences
+ CRM Systems
- Experience: 2-5 years
+ CS-CX in FMCG/Retail/Ecommerce
+ QA & Report
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Central Retail Vietnam - GO_BigC
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