Các Phúc Lợi Dành Cho Bạn
Mô Tả Công Việc
- 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.
- Drive innovation and continuous improvement of people, systems, and processes
2. Managing and optimizing the department’s digital assets (40%)
- Develop and execute new appropriate advanced technology, revamp and update digital operational procedures/policies, and quality assurance to match the business and customers’ needs.
- Keep up to date in all the latest digital marketing trends and activities
- Plan and manage the budget for digital activities of Department.
- Analyze digital activities ’s performance to optimize the collaboration, propose action plans to improve the results, and develop KPIs related to Digital customer service.
- Ongoing innovation to exploit new alternative channel for digital customer service.
- Manage cross-functional team and colleagues to deliver consistent and goal aligned services.
- Work with relevant departments to implementation digital activities for CS department.
- Be a CS Ambassador for HLV Digital transformation journey.
3. Others (20%)
- Play a key role on projects to reach the market benchmark and standard on digital customer service.
- Perform other tasks as assigned by line manager.
Yêu Cầu Công Việc
- At least 3 years experienced in supervision and Digital project management roles in startup/conglomerates, experience in Customer service and Insurance is preferred.
- Proactive, motivation, and performance–driven professional, open mindset.
- Understanding the value of open innovation and the value of digital customer services.
- Experienced in digital partnership, digital customer service, UI/UX on digital platforms, insurance product, and customer needs identifications is an advantage.
- Ready to understand and show passion toward digital customer service (young and tech savvy millennials) and enjoy the work of meeting customer satisfaction through better user experience and technologies
- Fluently in English & Vietnamese.