Report to: Digital Customer Services Manager
Job Description:
Initiating initiatives and building necessary digital platforms for CS department (40%)
Drive innovation and continuous improvement of people, systems, and processes
Propose and implement initiatives, digital platforms and tools needed support the implementation and realization of the company’s digital customer service strategy, improve customer experience journey into the next level.
Establish and manage the performance of digital objectives, CS digital plans and KPIs that deliver operational efficiency, budget controls, and process improvement to maximize resource utilization and profit.
Managing and optimizing the department’s digital assets (40%)
Keep up to date in all the latest digital marketing trends and activities
Manage cross-functional team and colleagues to deliver consistent and goal aligned services.
Work with relevant departments to implementation digital activities for CS department.
Develop and execute new appropriate advanced technology, revamp and update digital operational procedures/policies, and quality assurance to match the business and customers’ needs.
Ongoing innovation to exploit new alternative channel for digital customer service.
Be a CS Ambassador for HLV Digital transformation journey.
Analyze digital activities ’s performance to optimize the collaboration, propose action plans to improve the results, and develop KPIs related to Digital customer service.
Plan and manage the budget for digital activities of Department.
Others (20%)
Perform other tasks as assigned by line manager.
Play a key role on projects to reach the market benchmark and standard on digital customer service.
Benefits
Competitive salary (100% salary during probation).
15 Annual leaves
Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
Gifts for new comers and on special occasions
Modern facilities in the spacious office at the heart of District 1.
Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
