Job Description - 9/7 마감 !!
영어 능통 필수 !!
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Responsibilities :
– Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
– Liaise with internal teams such as marketing, sales, digital product delivery, UX, CS, Physical Presence etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
– Regular communication with internal stakeholders such as sales coordinators, customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
– Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
– Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
– Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
– Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app
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Qualifications :
– Over 5 years experiences in related field.
– Strong leadership skills that inspire collaboration, innovative thinking, and clear decisions.
– Experience from e-commerce / retail industry is preferred
– Excellent written and verbal communication skills.
– Able to identify opportunities and find solutions for continuous improvement.
– A positive communicator who understands when necessary how to have hard conversations.
– Experience working in a fast-paced environment.
– Hard working with a "no task is too small" attitude.
– Eager to learn and take on new and varied responsibilities.
– Strong in technology platforms: e-comm sites, Help desks and related apps.
– Can build robust CX processes and procedures.
– Extremely organized and detail-oriented
– Excellent multi-tasking skills
기타
영어 능통 필수 !!
소속팀 인원 : 8명
근무지 : 서울 삼성동 아셈타워
업종/규모 : 외국계 기업 (총직원 300명 이상)
채용사유 : 퇴직자 대체
면접 : 3회
인성검사 있습니다.
운영 서비스에 대한 데이터분석을 기반으로한 CX 전략기획 (우대)
Customer Journey에 대한 이해를 통한, Commerce 기획 및 개선과제 수행 경험 (우대)
면접횟수
3회
서류 접수 방법
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아래 이력서양식 다운로드 후 작성 또는 개인 양식
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작성 후 polaris@tscareer.co.kr 로 보내주시기 바랍니다.
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영문 + 국문 이력서 모두 제출
헤드헌터 코멘트
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연봉 1억 이하
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연봉 경력별 최대 협의 !!