Customer Experience Manager
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Mô tả công việc
Responsibilities
1. Customer Service Process Development
- Design, standardize, and implement customer service processes, code of conduct, and SOPs.
- Establish and maintain customer service benchmarks across centres.
- Regularly review, improve, and update customer service documentation.
2. Training & Development
Develop and deliver service training programs for Customer Service Executives and Teaching Assistants.
Collaborate with the Training Department to launch regular internal workshops and upskilling sessions.
Evaluate training effectiveness and enhance content and delivery as needed
3. Operations & Performance Oversight
Supervise and support Customer Service Executives to ensure delivery of excellent service.
Monitor customer feedback and complaints, ensuring timely and professional resolution.
Analyze service metrics and feedback to identify gaps and propose improvements.
Analyze customer behavior, identify trends, and develop data-driven retention strategies.
4. Project Management
Lead service-related initiatives and projects across the organization.
Coordinate with cross-functional teams to ensure effective project execution and timely outcomes.
5. Interdepartmental Collaboration
Serve as a liaison between Customer Service and departments such as Academic, Training, Marketing, and Operations.
Work with various teams to ensure a consistent customer experience and successful retention initiatives.
KPI
- Customer Satisfaction Score
- Re-enrolment rate
- Training completion and effectiveness
- Complaint resolution turnaround time
- Compliance with standardized service procedures
- Project delivery effectiveness
Yêu cầu công việc
Qualifications
- Bachelor’s degree in Business Administration, Education, Communications, or related field
- At least 5 years of experience in a customer service management role, preferably in the education or service industry
- Proven experience in developing service procedures and conducting internal training
- Strong cross-functional collaboration and people management capabilities
Skills
- Customer-focused mindset: A strong understanding of customer needs and a passion for providing excellent service.
- Strong leadership and team management skills
- Training development and facilitation expertise
- Process development and operational planning
- Excellent communication and customer resolution skills
- Project and performance management
Language
English and Vietnamese - Excellent
Phân tích mức độ cạnh tranh
VietnamWorks AI
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Giá
29.000đ / lượt
Các phúc lợi dành cho bạn
Thưởng
Nghỉ phép có lương
Đào tạo
Thông tin việc làm
29/05/2025
Trưởng phòng
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
Customer Service, Customer Service Management, Customer Experience Analysis, Customer Experience Management, Customer Experiences
Giáo dục/Đào Tạo
Tiếng Anh
5
Không hiển thị
Địa điểm làm việc
The Crest Residence, Khu đô thị Metropole Thủ Thiêm, 15 Trần Bạch Đằng, Phường Thủ Thiêm, Thành phố Thủ Đức
The Crest Residence, 15 Tran Bach Dang, Thu Thiem ward, Thu Duc city
(Xem bản đồ)Nhận diện một số hình thức lừa đảo
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