(Senior) Customer Experience Specialist
CompanyOne Mount Distribution
Being a member of One Mount, VinShop is the pioneer in modernizing distribution & its infrastructure to provide business solutions and sales & ordering platform for Superior Profitability, Services & Experience for FMCG Suppliers and GT* Retailers (including their Shoppers)
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SCOPE OF WORK
- Use customer insights and data understanding to initiate & manage projects to improve customer experience, increase retention rate, decrease customer complains and claims
- Develop, launch, manage as well as continuously improve our customer policies & internal operations procedure to suit customers' needs and fix customer pain points
- Identify & evaluate risks that could occur during the customer journey & collaborate with other stakeholders to have a control & mitigation plan.
- Manage customer experience KPIs with other stakeholders.
- Research best practices in customer experience to benchmark & propose initiatives.
REQUIREMENTS
1. Key Skills
- Have at least 1 year of customer experience
- Research, analyze, data insight (give action plan in problem)
2. Domain Expertise
- Prefer candidates working in the e-commerce,...
- Experienced in managing projects, collaborating with stakeholders
3. Analytics Experience
- Experienced in data analysis using Excel, Power BI, SQL is plus
4. Individual Skills
- Fantastic communication skills
- Cross-functional collaboration
- Strategic thinking
- Strong problem-solving and data-driven decision-making skills
5. Mindset & Behaviors
- Business sense
- Customer-centric mindset
- High adaptability to the fast-paced startup environment
BENEFIT PACKAGE
Salary & Allowances:
- Competitive income with 100% salary on probation, lunch allowance, 13 fixed months salary, performance bonus, and gift on a special occasion.
- Annual leave: 15 days/year and other leaves/public holidays in accordance with the Labor Law of Vietnam
- Good Insurance added Bao Viet premium healthcare insurance
- Be provided with a high-performance laptop and screen
Career Growth
- Opportunity to experience a great workplace where young & world-class talents work together passionately
- Opportunity to promptly boost your capability by solving challenging issues of a big tech ecosystem. It’s worth your try.
- Very diverse offline and online seminars & workshops provided by company, supervisors, mentors, and buddies
- Clear and flexible career path
- Be sponsored to study online courses and get the certification.
Working Environment
- Modern and flexible Agile Office fully equipped with gaming, yoga, gym, lunch area, personal locker, open space... No dress code, just shine your way.
- Learning culture, initiatives, and proactive attitude are strongly encouraged at One Mount
- Team building, company trip, and internal events each month
Being a member of One Mount, VinShop is the pioneer in modernizing distribution & its infrastructure to provide business solutions and sales & ordering platform for Superior Profitability, Services & Experience for FMCG Suppliers and GT* Retailers (including their Shoppers)
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