Home Credit Việt Nam ★ 3.9

Mô tả Công việc

1. Customer Experience Enhancement

• Analyze customer feedback and interactions to identify gaps in service quality.
• Work closely with operations teams to develop solutions that improve the overall customer journey.
• Train employees on best practices for handling customer inquiries, complaints, and retention strategies.
• Lead initiatives to enhance customer satisfaction and retention.
• Handle high-level complaints and sensitive cases with effective solutions.
• Prepare reports and customer insights to propose actionable improvements.
• Promote a customer-centric culture within the organization.
• Collaborate with cross-functional teams to ensure a consistent customer experience.

2. Digital & AI Integration in Training

• Stay updated on industry trends and leverage AI-powered tools to enhance training delivery and personalization.
• Implement digital learning platforms to improve accessibility and efficiency in training programs.
• Educate teams on how to utilize AI for better customer service and operational efficiency.

3. Cross-Functional Collaboration

• Partner with product, marketing, and customer service teams to ensure alignment between training content and business objectives.
• Work with stakeholders to ensure training supports the company’s digital transformation initiatives.
• Provide coaching and mentorship to team members, fostering a culture of continuous learning..

Yêu Cầu Công Việc

• At least 3–5 years of experience in Customer Experience or Customer Service.
• Education: Bachelor’s degree in Business, Finance, Education, or a related field.
• Experience with training facilitation and curriculum development
• Excellent understanding of customer experience management and service quality improvement.
• Excellent communication and problem-solving skills.
• Customer-centric mindset and proactive attitude.
• Data analysis skills; familiarity with CRM tools and customer feedback platforms..
• Mindset: Proactive, customer-focused, and passionate about learning and development.
• Familiarity with AI applications in customer service is a plus.