Organize the implementation of service quality management, improve customer experience in order to create a connection between customers and the company, support to promote business activities, towards professionalism, efficiency and satisfaction. customer please.
- Customer research and customer experience analysis
- Collect and analyze information about the market (customers, competitors, market trends, ...), as well as factors affecting customer experience;
- Monitor, evaluate and analyze in-depth data on the behavior of each customer segment periodically and after the end of the campaigns;
- Contribute ideas, provide consulting databases for departments, propose suitable campaigns to meet customers' needs;
- Support departments, especially Sales Domains and MKT in tasks that require understanding of markets and customers.
- Customer experience design:
- Propose policies, solutions, new ideas or improvement ideas to optimize customer experience;
- Develop standards required to achieve customer experience at each touchpoint, along the customer experience journey across both online and offline channels;
- Research and update customer care policies in the market and competitors in order to ly update management staff to adjust/change to suit customer needs and market situation.
- Track, monitor and measure the effectiveness of the customer's experience journey after it has been improved, as well as issues that are likely to negatively affect the quality of the customer's service experience.
- Make reports on projects periodically or irregularly as directed.
- Participate in other jobs and projects related to customer experience as assigned by direct manager.
