Customer Experience Manager

Key Responsibilities

Measurement and Analysis of After-Sales Customer Satisfaction Metrics

- Design and implement post-service customer satisfaction surveys to measure CSI, NPS, and CSAT across product lines, regions, and service workshops, ensuring comprehensive and reliable customer experience data collection.

- Consolidate, cleanse, and standardize survey data and customer feedback from contact centers, customer applications, and social media to ensure consistency across measurement data sources.

- Analyze measurement results, identify root causes of low-scoring customer touchpoints, and develop periodic after-sales customer experience reports and rankings to support decision-making by the Division's leadership.

Complaint Resolution Control and Recurrence Prevention

- Directly coordinate the resolution of complex cases that exceed service workshops' authority or pose reputational risks, working with Technical, Legal, and Communications teams to align on resolution plans.

- Analyze recurring complaint patterns and recommend adjustments to policies, processes, and training content to prevent issues from recurring.

Customer Experience Improvement and Network-Wide Implementation Coordination

- Review the after-sales customer journey to identify bottlenecks, redundant steps, and common customer pain points, providing a data-driven basis for improvement recommendations.

- Propose and monitor the implementation of initiatives to improve processes, policies, and tools across customer touchpoints, including impact assessments and resource requirements to ensure feasibility.

• Ngày làm việc: T2 - T6 • Giờ làm việc: 9:00 - 18:00 • Cấp bậc: Quản lý • Loại công việc: Toàn thời gian