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Job Benefit

  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • International Travel Opportunity
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Annual Leave
  • Sport Club

Job Description

  • Develop strategies and implementation activities to improve customer experience in association with development goals from time to time:
  • Building customer experience journeys according to each customer segment to bring about the experience when using MBAL's products/services. Control service quality on each touch point, along the customer experience journey including controlling online and offline service quality;
  • Building customer experience metrics, monitoring/evaluating the fluctuations of indicators by each customer segment;
  • Building a standard customer feedback data collection system to identify key indicators that have a great impact on customer experience;
  • Make improvements and changes in the entire process of customer interaction with the Company, research and propose improvements to activities to improve customer experience;
  • Organize multi-channel qualitative and quantitative surveys to understand customer demand trends, feedback, evaluation and perception;
  • Develop and amend regulations, service quality control processes and customer experience journeys;
  • Maintain and promote the "Customer-centric" culture to all employees in the company;
  • Planning and implementing internal training courses on Customer Experience;
  • Centrally manage customer care policies for each segment, from policy formulation, implementation and effectiveness evaluation. Manage and administer the quality of policies that have been implemented to ensure that the experience of customer care programs is implemented consistently

Job Requirement

  • Bachelor or post-graduate diploma in Economics, Banking, Finance, Marketing, Business Administration or related majors
  • At least 05 years of working experience in related fields: Customer Service Quality Management, Customer Experience Management, Banking - Finance Professional...;
  • Priority is given to candidates who have held similar positions at banks, insurance companies or financial institutions;
  • Having a record of successfully implementing at least 02 projects to improve the quality of Customer Experience in enterprises or large corporations
  • Logical thinking, ability to work independently and good analysis; Highly motivated, strong attention to detail, team oriented, organized
  • Ability to work collaboratively with partners in other functional units; to influence and lead people across cultures at a senior level
  • Fluency in English speaking and writing 
  • Good communication and presentation skills

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