Proactively initiate customer experience projects for uplifting and improving overall experience and satisfaction through key success metrics.
Actively monitor and benchmark CX market practices across industry to identify and adjust our goal to be up-to-date.
Act as a project management to develop and implement customer improvement projects, track and report on project outcomes and impact.
Be responsible for end user help center for publishing useful and efficient knowledge to meet customer needs.
Understand and strategically and manage end to end customer journey for best in class customer experience.
Be responsible for customer satisfaction improvement & create strategies to minimize customer dissatisfaction.
Be customer advocate with customer centric mindset to ensure the smoothness in every customer touch points.
Collaborate with internal stakeholders, including PM, marketing the customer journey by reducing complexity, making efficiencies and improving processes.
Summarize, collect, analyze and update improvement projects data for weekly performance reports to related departments or upper managements.
What you'll need
Can do attitude.
Excellent analytical and math skills.
Strong written and verbal communication skills.
Ability to persuade others to change existing practices.
Proven ability to build relationships, facilitate and negotiate across an organization.
Passionate about the customer and curious about customer behavior.
Strong background in customer research and analytics techniques, customer strategy, process improvement and project management.
5 year’s work experience in customer service, customer experience, operations or a related field would also be an advantage.
Skills
Team Leadership
Communication Training
Negotiation
Team Building
Project Management
Functions
Customer Service
Job Overview
Job Type:
Hybrid
Company
LINE MAN Wongnai
147 active jobs
Industry:
Consumer Goods, Retail & E-Commerce
Ready to Apply?
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