Expert Customer Experience

Responsible for implementing, standardizing, and managing all customer feedback collection activities, measuring satisfaction levels (CSAT/NPS) at touchpoints; centralizing feedback data, monitoring operational effectiveness, and proposing service improvements based on data.I. Details:1. Customer Feedback ManagementSupport the implementation and standardization of customer feedback collection processes at touchpoints according to existing guidelines and SOPs.Coordinate with operations teams to collect customer feedback from various channels (touchpoints, app, surveys, etc.).2. Data & ReportingCollect, centralize, and maintain customer feedback data from multiple sources.Build and update weekly CSAT reports and other periodic reports.Analyze feedback data to identify trends, recurring issues, and service bottlenecks.3. Insight & Service ImprovementConsolidate basic insights from feedback and satisfaction measurement data.Propose service improvement solutions for touchpoints and processes based on data analysis.4. Stakeholder CoordinationWork closely with relevant departments (Operations, IT, Call Center, OS...) to ensure effective feedback collection, reporting, and monitoring of improvements.