Môi trường thúc đẩy sự sáng tạo,
con người VNG cởi mở chào đón
những ai dám đón nhận thách
thức để theo đuổi đam mê.

Customer Experience Manager

Mã vị trí: 18-F&O-1065
Nơi làm việc: Tp.Hồ Chí Minh
Lương: Thỏa thuận

Tại sao bạn nên ứng tuyển vào vị trí này?

  • Be involved in Fintech business with ZaloPay - expected to be one of the leading e-payment products in Vietnam.
  • Leader and owner the whole customer experience process & team of ZaloPay, which serves millions of user yearly. Always be challenged with new knowledge of Fintech and aggressive KPI. Embracing BIG challenges of making ZaloPay changes the payment behavior of Vietnamese people.
  • Opportunity to build and enhance the CS tools and system with the fully support from internal Technical & product team.
  • Lead and work with team/ colleagues who have start-up spirit and never-ending desire to grow and learn.

Mô tả công việc

  • Monitor all Customer service channel (Hotline, In-app, Fan page, Email) to meet Service-Level-Agreement of ZaloPay. Ensure performance metrics of the CS team are met consistently, including adapting to a changing environment.
  • Build the Customer Service team. Develop team members through performance monitoring and training.
  • Be a strong partner to Product, Biz owner teams by providing clear feedback and data on the customer experience. Use user insight and root cause analytics to identify the room for product improvement.
  • Owner the CS tools & system. Work with Technical & Product team to build working framework, process & tools.

Yêu cầu

  • At lease 5 - 8 years supervisory/managerial experience in a customer service environment in the Internet service industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality).
  • Excellent communication, presentation and interpersonal skills.
  • Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
  • Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.

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