Assistant Manager, Regional Customer Experience
18 hours ago
Position Summary
Role and Responsibilities
- Oversee Voice of Customer and Product Liability portfolios (e.g. NPS, CSAT/DSAT, claims management)
- Monitor and ensure that key performance indices (KPIs) of subsidiaries are achieved, especially during new flagship launches
- Analyse customer feedback from various channels and develop effective action plans with subsidiaries to address service gaps and customer pain points
- Review and improve service process, systems and policies across the entire pre
- and post-purchase customer journey to create positive customer experiences, thereby enhancing the branding of Samsung
- Be the representative of the VOC team in gathering and providing user requirements for system enhancements to digitalise, streamline and optimize VOC management and escalation process
- Support consumer research activities for respective subsidiaries to gain better insights of consumer behaviors at key service touch points against major competitors
- Be the liaison between subsidiaries and HQ to address process and system issues
- Work closely with relevant CS team members of subsidiaries to develop guidelines, training and motivational programs to improve customer service handling skills, mindset and attitude of frontline service staff, agents and technicians
- Any other ad-hoc projects as assigned by the Head of Customer Experience Management
Skills and Qualifications
- Bachelor's degree in any discipline with at least 5 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
- Experience with feedback management & generating insights from VoC/NPS data for presentations to management and other departments. Experience with Excel, Tableau and Natural Language Processing would be a plus
- Experience with conducting (qualitative and quantitative studies), ie, surveys, focus groups to gain better insights of key drivers of customer satisfaction
- Understanding the end-to-end customer journey and develop action plans at each touchpoint to elevate the customer’s experience, with a focus on online purchase and post-purchase experience
- Proven record of service process re-design and/or customer experience management capabilities would be an advantage
- Experience with training in a contact centre environment would be a plus
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