Quality and Customer Experience Operation Teamleader Toàn thời gian

Tầng 16, Tòa Nhà Sai Gon Tower, 29 Lê Duẩn, Phường Bến Nghé, Quận 1, Thành phố Hồ Chí Minh, Việt Nam
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Mô Tả Công Việc

JOB DESCRIPTION

The Customer Experience (CX) team is responsible for steering and improving the overall customer experience on Be. Your main goal is to deliver exceptional customer satisfaction across touchpoints, including onsite experience, product development, communications and operations, … The successful candidate should have strong experience in strategy & operations, cross-functional collaboration skills, problem solving skills, and customer-centric mindset

ROLE AND RESPONSIBILITIES

As the Team lead_Quality and Customer Experience Operation, you will work alongside the CX manager conducting cross team projects that will impact the most positively the experience of BeGroup customers/Driver at each step of their journey in a durable way.

You will responsible for: Supply Quality and Customer Experience Operation

Driver’s Quality:
• In-charge for develop Be's quality management framework, system, and metrics
• Manage change of Quality policy, ensure that all change updated real-time, consistent with production
• Consider changing the current threshold / standard/ criteria to improve the quality of the drivers/Rider
• Implement projects to improve driver quality and overall rider experience with Be
• Implement communication and monitor driver’s experience about the quality rules
• Collaborate with training center on driver quality management content
• Provide compliance guidelines to expansion cities or new products
• Propose the improvement ideas/ actions to Ops Team

Customer Experience:
• Champions the Voice of Customer (VOC), CSAT/NPS program and feedback is collected, analyzed and disseminated into the business for consideration / execution and delivery
• Develop critical customer journeys in order to identify touchpoints and areas of improvement throughout the customer lifecycle.
• Develop customer satisfaction goals, improves customer service quality results by studying, evaluating, and redesigning processes; conducting surveys; benchmarking best practices; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Build and implement projects to enhance internal service quality and driver’s experience as: Churn/retention, CSAT, claim, …
• Research best practices in customer experience to benchmark & propose initiatives
• Other tasks assigned line manager.

Yêu Cầu Công Việc

JOB REQUIREMENTS:

• 2+ years of experience in a similar role and has strong knowledge in digital
• Strong experience in strategy & operations, cross-functional collaboration skills, problem solving skills, and customer-centric mindset
• Experience managing Voice of Customer Programs
• Ability to manage performance data, analyze and report results e.g. NPS, CSAT and recommends/takes corrective actions to ensure the achievement of mission and CX objectives
• Exceptional problem solving skills including ability to deal with uncertainty, complexity and ambiguity, to define key drivers and propose solutions
• Strong project management skill to execute and monitor initiatives with defined success criteria
• Ability to work in fast-paced & result-oriented environment
• Fluent Vietnamese & English speaking
• Relevant experience in tech and/or Transportation would be an advantage

Địa Điểm Làm Việc

146 Nguyễn Đình Chiểu, phường 6, Quận 3, Hồ Chí Minh, Việt Nam
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