Quyền lợi được hưởng
13th salary and performance bonus
21 annual leave day per year
New laptop for each employee
Mô tả công việc
I. Customer Success Management:
- Responsible for creating policies and procedures that optimize the customer experience. Manage and gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices make sure all customers receive the same quality of service.
- Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services ensure that the customer gets the best service to enhance their satisfaction.
- Evaluates and analyzes customer needs, checking on how the company's promise is meeting customer needs and whether there are areas for possible improvement.
- Develop adding value service and reducing churn base on retention strategy.
- Manage in multiple phases of the customer lifestyle to have a bird's eye perspective. See which problems affect multiple clients and forecast what those trends mean for future churn.
II. Customer Resolution management:
- Be responsible for manage and provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Resolve customer complaints and answer customers' questions.
- Monitor complaint activity and provides suggestions to appropriate company authorities to modify process or procedure based upon trending and related analyses.
- Create structures and clarify responsibilities to design the process clearly which feedback will be forwarded to which departments.
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence
Yêu cầu công việc
- Communications, customer service or marketing degree.
- 2-5 years' experience in customer complaint handling, communication, or customer success.
- Strong verbal and written communication,
strategic planning, and
project management skills.
- Have knowledge in insurance/ customer loyalty management in finance company.
- Self-driven and proactive nature.
- Knowledge of customer success processes.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities.
- High computer literacy and ability to learn new software.
- Knowledge of customer success processes.
Thông tin khác
Ngày Đăng Tuyển
02/01/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch vụ khách hàng , Bảo hiểm
, Marketing
Kỹ Năng
Complaints Handling Skill, Communication, Project Management, Customer Loyalty Management, Customer Experiences
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
