Customer Experience Specialist
GHN Express

Toàn thời gian
Tuyển 1 người
Hồ Chí Minh
Đăng tuyển ngày 14/09/2022

Địa điểm làm việc

  • 7/28 Thành Thái, phường 14, quận 10, TP. Hồ Chí MinhXem bản đồ

Mô tả công việc

1. JOB DESCRIPTION SUMMARY: 

Each touchpoint where customers interact, transact, or engage with the company is an opportunity to build a positive predisposition towards the brand, or a minefield where the customer can be put off the brand/company for good. As a member of the Customer Experience team, Customer Experience Specialists have the responsibilities for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders to keep fine-tuning the customer’s experience across all touchpoints and at all stages of the customer journey. 

2. KEY RESULT AREAS 

Collaboration and project management (60%):

  • Communication of programs and projects CX
  • Building, training on skills, materials, and policies related to the project
  • Follow-up detailed implementation plan Liaise/ 
  • Regular communication with internal teams, especially the customer-facing teams, to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged (depends on assigned tasks)

CX Manager Assistance (30%):

  • Assist the Manager to ensure the CX strategies are aligned to the larger business goals and outcomes
  • Participate and take a proactive role in project planning meetings, review, and evaluation exercises (daily/ weekly/ monthly/ quarterly)
  • Assist the Manager to prepare and submit in a timely manner weekly, monthly, quarterly, annual, and other required reports.
  • Perform specific administrative tasks, as per instruction of the Manager, required in the provision of project services in line with Quality Assurance, Quality Control teams and procedures.

Proposing to improve the design, implementation plan of the project (10%):

  • Find out the shortcomings in project implementation and propose suitable solutions

Qualifications & working experiences:

  • Having graduated from a degree in Marketing, Business or Business Administration, Communications, or related field.
  • At least two years’ experience as a customer experience specialist, or a similar customer support role.
  • Experience in market research, logistic is a plus.

Attitudes:

  • Strong work ethic
  • Customer- centric mindset: putting your customer first and at the core of your business in order to provide a positive experience and build long-term relationships.
  • Innovative thinking
  • Integrity
  • Dependability and Responsibility

Skills:

  • Independent: Ability to work independently as well as in a team
  • Empathy and listening skills: go beyond simply saying that you care, rather put yourself in the customer’s shoes to feel what they feel
  • Data analysis/ interpretation skills
  • Good at communication and interpersonal skills
  • Problem-solving skill
  • Adaptability 
  • Good at verbal and written communication skills

Kỹ năng

Research
Quantitative Research
Qualitative Research
User Experience
User Research

Quyền lợi

  • 13th month salary;
  • Social insurance and other types of insurance;
  • Periodic health examination;
  • Young, dynamic and challenging working environment in e-Logistics industry;
  • Opportunities for training and learning;
  • Year-end Party; team-building and travel
Giới thiệu về công ty
GHN Express
Hồ Chí Minh
300+ nhân viên
http://ghn.vn
Hồ Chí Minh
300+ nhân viên
http://ghn.vn
Logistics & Supply Chain

Giới thiệu

GHN là một trong những công ty e-Logistics hàng đầu trong lĩnh vực giao nhận và vận chuyển hàng hóa tại Việt Nam. Kể từ khi thành lập vào năm 2012, GHN đã liên tục tạo ra nhiều thay đổi đáng tự hào cho thị trường thương mại điện tử Việt Nam nói riêng và nền kinh tế đất nước nói chung.

Với gần 10 năm hoạt động, GHN đã đạt được những thành công nhất định trong các lĩnh vực:

  • Mạng lưới giao hàng phủ khắp 63/63 tỉnh thành;
  • 10.000.000 đơn đặt hàng được giao thành công mỗi tháng;
  • Hơn 200.000 cửa hàng trực tuyến và doanh nghiệp đã tin tưởng;
  • Đối tác chiến lược của 4 nền tảng thương mại điện tử lớn: Tiki, Shopee, Lazada, Sendo & SMEs trên toàn lãnh thổ Việt Nam.
Địa chỉ

7/28 Thành Thái, phường 14, quận 10, TP. Hồ Chí MinhXem bản đồ

Hình ảnh