รายละเอียดงานโปรดสมัครโดยตรงที่ลิงก์ด้านล่าง
https://jobs.empeo.com/Gofive/9201
Team Leadership:
- Supervise and mentor a team of Customer Relation Specialists.
- Set clear performance goals and provide regular feedback and coaching.
- Foster a culture of excellence, accountability, and customer-centricity within the team.
- Manage all team and 30 members: Customer Relations, Implementation, Consultant and Customer Support.
- Responsible for customer experience projects, team member (30 people), initiatives and provide insightful report for CEO.
- Lead and continuously develop customer journey mapping, analysis to always find new opportunity and improve customer experience.
Customer Advocacy:
- Identify opportunities to turn satisfied customers into advocates and promoters of our HR application program.
- Develop strategies to gather customer testimonials, case studies, and referrals.
- Customer Engagement:
- Track and monitor customer satisfaction via multiple and diverse touchpoint.
- Proactively engage with customers to understand their needs, challenges, and objectives.
- Collaborate with the sales and product teams to ensure customer needs are met and exceeded.
- Consolidate and align customer operations into one unify direction from cross-functional teams for customer satisfaction and seamless experience.
Churn Mitigation:
- Monitor customer accounts for signs of potential churn and take proactive measures to prevent it.
- Investigate reasons for churn and work with cross-functional teams to address underlying issues.
Expansion and Upselling:
- Identify opportunities to upsell additional products or services to existing customers.
- Collaborate with the sales team to drive revenue growth.
Data Analysis:
- Utilize data and analytics to track customer success metrics and make data-driven decisions.
- Prepare regular reports on customer engagement, satisfaction, and retention.
- Improve the customer database to be the most up-to-date especially during the service time.