Customer Experience Lead
freeC's Client

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Full time
Hiring 1 people
1 years of experience
Ha Noi
Published 06/09/2024

Job Description

  • Directly handle customer support and VIP customer care (20% of the time)
  • Develop customer and VIP care processes and systems under the guidance of the COO (20% of the time)
  • Conduct daily training and review sessions to ensure the team follows procedures and fosters a customer-centric “wow service” mindset (30% of the time)
  • Gather team ideas and collaborate with the UI/UX design team and Sales team to improve the customer and partner experience (30% of the time)
  • Responsible for team KPIs, reporting directly to the COO on methods to maintain and improve KPIs

Requirements:

  • Agile, proactive, and self-motivated in exploring the app, understanding platform features, and quickly learning about financial products
  • Capable of organizing, managing, and mentoring a team. Candidates with over one year of experience in managing a customer service team are preferred
  • Possesses a customer-centric mindset, aiming to provide a "wow service" and dedicated to delivering customer satisfaction
  • Has a clear, professional voice and prior experience in outbound customer care calls
  • Experienced in using and setting up customer service applications like Zendesk, LiveChat, Intercom, etc.
  • Working hours: 9 AM - 6 PM from Monday to Saturday morning. One evening shift from 6 PM - 11 PM per week (with compensatory time off).

Skills

Customer Experience
Training
Customer Service

Benefits

  • Salary: Competitive (up to 25,000,000 VND)
  • 13th-month salary bonus + performance bonus up to 6 months' salary
  • Health insurance for official employees
  • 12 annual leave days
  • Parking allowance as per company policy
  • Overtime compensation as per state regulations (200% for weekends and 300% for holidays)
  • Opportunity to work in a youthful, friendly, drama-free, enthusiastic, professional startup environment with rapid growth and many opportunities for advancement
  • Company trips 3-4 times per year
  • Participation in weekly/monthly company events: Friday Happy Hour, birthday celebrations, etc.
Company Info
freeC's Client
Ho Chi Minh
101-300 employees
https://freec.asia/
Ho Chi Minh
101-300 employees
https://freec.asia/
HRTech
IT/ Web

About

freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam

Working Address

Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMView map