Customer Experience Executive - Nhân viên Trải nghiệm khách hàng

Huu Toan, a leading provider of power generation and energy solutions, is seeking a highly motivated and experienced Customer Experience Executive to work closely with our customers and internal teams to ensure a positive customer experience. The ideal candidate will have a passion for customer service and a desire to help drive business growth through customer satisfaction.
Key responsibilities

Relationship Building: Cultivate strong relationships with customers by understanding their needs, preferences, and pain points. Proactively engage with them to gather feedback, anticipate concerns, and offer personalized solutions.
Customer Engagement: Interact with customers via various channels such as hotline, email, chat (zalo), and social media (Facebook...) to address inquiries, provide assistance, and resolve issues promptly and effectively.
Complaint Handling: Handle customer complaints and escalations with empathy and professionalism. Investigate issues thoroughly, identify root causes, and implement corrective actions to ensure resolution and prevent recurrence.
Customer Satisfaction Measurement: Get customer feedback and track KPIs related to customer satisfaction, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Analyze data trends and insights to identify areas for improvement and drive strategic initiatives.
Process Improvement: Continuously evaluate and enhance customer experience processes and procedures to streamline operations and improve overall efficiency. Collaborate with cross- functional teams to identify areas for improvement and implement appropriate solutions.
Develop and maintain strong relationships with key customers.
Follow up customer inquiries and issues to ensure timely resolution.
Provide training and support to internal teams to ensure a consistent customer experience at each touchpoint.

Ability to work independently as well as collaboratively in a team environment.
Proficiency in using CRM software and other customer support tools to manage interactions and track customer data is a plus.
Bachelor&039;s degree in Business Administration, Marketing, Communications, or related field.
Commitment to upholding high ethical standards and maintaining confidentiality in handling customer information.
Strong interpersonal skills and a customer- centric mindset, with a genuine desire to help and support others.
Proven experience in a customer- facing role, preferably in customer service or customer success.
Excellent communication skills, both verbal and written, with the ability to effectively engage with customers from diverse backgrounds.
Strong problem- solving skills and the ability to remain calm and composed under pressure.

If you are a driven and results- oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity at Huu Toan.
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Cập nhật gần nhất lúc: 2024-04-03 14:50:33