Business - Home Appliance & Mobile Service

Position - Customer Experience Supervisor (F - 1 Post)

Salary - 400,000 MMK ~ 600,000 MMK + KPI Allowance + Year-end bonus

Working Days & Hours - Monday to Saturday (8:30 AM ~ 5:00 PM)

Location - Tamwe Township

Job Description:

• Responsible for monitoring customer experience operation indicators and analyzing and improving abnormal conditions.

• Be responsible for the transformation, improvement and implementation of the service process and policy documents output by the headquarters

• Carry out terminal image management to ensure that the Service Center image meets the specifications.

• Conduct VOC management, monitor local public opinion, lead to solve customer complaints, and drive improvement of business process from customer experience level.

• Be responsible for the organization planning, team building, team personnel management and training

of the jurisdiction area, ensure that team members are competent for the work, and improve team work efficiency.

• To undertake other tasks assigned by customer experience headquarters and leader.

Job Requirement:

• Deeply understand the core assessment indicators related to the post, analyze the achievement of customer experience indicators such as satisfaction, front office service efficiency, TAT, nonguaranteed transaction achievement, service product sales, find out problems and propose effective rectification measures.

• With excellent communication and coordination ability, be able to integrate resources, link the front desk - technology - material control, do a good job in service preparation and risk prevention, properly solve after-sales problems, and achieve closed-loop service.

• Be able to transform the service standards and processes released by the headquarters according to the local actual situation, form an executable landing plan and implement it as a whole to improve the service efficiency and quality.

• According to the requirements of the headquarters, carry out spot inspection on the image of outlets, upgrade and optimize the irregular image in time, and output high-quality spot inspection reports.

• Be able to have insight into customer needs, formulate survey questionnaires, communicate with customers through standardized and standard scripts, accurately record feedback, issue clear reports, analyze and drive improvement.

• Have good customer service awareness and keen problem finding ability, be able to accurately identify customer needs, formulate effective measures to timely promote the resolution of poor evaluation, complaints and public opinion anomalies, and promote the optimization of business processes.

• Have high training skills, be able to focus on problems, formulate targeted training plans and conduct training.

• Have strong team management ability, be able to carry out reasonable division of work tasks and schedule spot check, lead the team to complete organizational tasks, and ensure team members have high performance output.

• Good 4 skills in English

• Familiar with word/ ppt/ Excel and other office software operations