Senior Customer Experience Specialist

KEY RESPONSIBILITIES:

Customer Experience Enhancement (70%)

• 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.
• 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

Digital & AI Integration in Training (30%)

• 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.

JOB REQUIREMENTS:

• Experience: 3–5 years of experience in Customer Experience or Customer Service..
• Skills:
• Strong training facilitation and curriculum development skills.
• Excellent understanding of customer experience management and service quality improvement.
• Excellent communication and problem-solving skills.
• Customer-centric mindset and proactive attitude.
• Customer Experience continuously Improvement basing on Data Understanding and Process Improvement
• Education: Bachelor’s
• Mindset: Proactive, customer-focused, and passionate about learning and development.
• Familiarity with AI applications in customer service is a plus.

COMPENSATION AND BENEFITS:

• 13th Salary Fixed and KPI Bonus
• Premium Health Care
• 24/7 Accidental Insurance
• 100% Social Insurance
• Meal + Phone Allowance
• Yearly Medical Checkup
• 15 Annual Leaves
• Professional and Transparent Working Environment
• Apply Latest Financial Technology in the World