CLIENT EXPERIENCE COLLABORATOR/ CỘNG TÁC VIÊN QUẢN TRỊ TRẢI NGHIỆM KHÁCH HÀNG

The CX Collaborator will support the Client Experience Lead in executing customer experience (CX) initiatives to ensure the seamless, personalized service that defines our luxury brand. This role focuses on delivering exceptional customer service through operational excellence, data analysis, and assisting in the implementation of customer-centric solutions. The CX Collaborator will help enhance the brand’s commitment to being a constant companion in our customers' pursuit of beauty, inspiration, and luxury.

With a customer-first approach, this position requires strong communication skills, attention to detail, and a passion for creating meaningful experiences that align with our brand values of authenticity, creativity, and excellence.

1. CX Project Support

• Assist the CX Lead in executing customer experience projects, ensuring tasks are completed efficiently and within project timelines.
• Collaborate with internal teams (marketing, sales, operations) to support project execution and ensure smooth delivery of CX initiatives.

• Track and report on KPIs and metrics to assess the success of CX projects, ensuring that objectives are met.

  2. Customer Insights and Data Analysis

• Gather and analyze customer feedback, surveys, and behavioral data to derive insights and recommend improvements.
• Help implement customer-first solutions based on data findings to enhance service delivery.
• Assist in monitoring CX metrics such as NPS, CSAT, and CES.

• Provide regular reports on customer satisfaction, engagement, and other relevant data points.

  3. Operational Support

• Assist in the design and implementation of customer service processes that improve operational efficiency.
• Operate the contact center, ensuring timely and accurate customer service delivery.
• Support logistics for the CX training.

• Help maintain consistency in customer experience across various touchpoints and collaborate with cross-functional teams to deliver superior service.

  4. Continuous Improvement and Innovation

• Stay informed on the latest CX trends and technologies to contribute innovative ideas to ongoing projects.
• Help identify areas for process optimization and assist in streamlining customer interactions.

Support the CX team in ongoing improvements to service touchpoints to enhance the overall customer experience.

1. Competencies

- Excellent communication and interpersonal skills, with the ability to engage with stakeholders across the organization.

- Strong organizational skills and attention to detail in managing tasks and deadlines.

- Ability to think creatively and apply problem-solving techniques with a customer-first mindset.

- Analytical skills, with experience in interpreting data and using insights to improve customer experience.

- Knowledge of customer experience metrics such as NPS, CSAT, and CES.

- Ability to collaborate effectively with teams across departments and maintain a positive team spirit.

- A sense of urgency in resolving issues, with a proactive approach to overcoming obstacles.

- Willingness to learn and grow.

2. Qualifications

- University degree in Business Administration, Marketing, Customer Experience, or a related field.

- Experience in using Contact Center or CRM tools and platforms is a plus.

- Fluent in Vietnamese and English (TOEIC 700, IELTS 6.5 or above).

- Proficiency in Microsoft Office 365.

- Annual performance review

Đánh giá hiệu suất hàng năm.

- Sponsored sports activities

Các hoạt động thể thao được tài trợ.

- Training section and rotation opportunities within subsidiaries

Cơ hội đào tạo và luân chuyển công việc trong các công ty con.

- Professional and creative working environment with up-to-date equipment

Môi trường làm việc chuyên nghiệp và sáng tạo với thiết bị hiện đại.