tải 1xbetSr. CRM Executive - Customer Interaction

Loại hình

Full-time

Vị trí/chức vụ

Nhân Viên/Chuyên Viên

Yêu cầu bằng cấp(tối thiểu)

Trung cấp - Nghề

Yêu cầu kinh nghiệm

Trên 3 năm

Ngày đăng tuyển

17/04/2025

Yêu cầu giới tính

N/A

Ngành nghề

Kỹ năng

Nghiên Cứu Thị Trường

Địa điểm làm tải 1xbet

- Hồ Chí Minh

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1. Customer Experience Enhancement

Monitor and improve customer interaction quality, with a focus on the effectiveness of Callbots and Chatbots in delivering a positive and efficient experience.
Gather and analyze customer feedback related to Callbot and Chatbot interactions to identify and address experience gaps.

2. Performance Optimization:

Analyze operational data (response time, success rates, errors) from Callbot and Chatbot interactions to identify areas for improvement.
Implement solutions to enhance the performance of Callbot and Chatbot interactions, streamline processes, and reduce costs associated with these technologies.

3. Operational Excellence

Manage the daily operations of customer interaction channels, with a strong emphasis on the performance and reliability of Callbot and Chatbot systems.
Develop and enforce operational procedures and guidelines for Callbot and Chatbot systems.
Proactively identify and resolve operational issues related to Callbot and Chatbot interactions, coordinating with technical teams specializing in these technologies.
Maintain and optimize interaction scripts and conversation flows specifically designed for Callbot and Chatbot platforms.

4. Cross-Functional Collaboration

Partner with Product and Technical teams to understand the system architecture and development roadmaps for all interaction channels, with a deep dive into Callbot and Chatbot functionalities.
Work closely with the BI team to segment users based on their interaction data, including Callbot and Chatbot usage, and visualize data to personalize customer experiences.

5. Data-Driven Budget Management

Analyze operational costs and channel effectiveness, with a specific focus on the ROI of Callbot and Chatbot deployments.
Contribute to the development and monitoring of the operational budget for customer interaction channels, with specific attention to Callbot and Chatbot initiatives.
Utilize data from Callbot and Chatbot interactions to inform strategic decisions and optimize ROI.

6. Performance Reporting

Generate regular reports on the operational performance of customer interaction channels, with detailed metrics for Callbot and Chatbots (e.g., containment rate, escalation rate, user satisfaction).
Provide actionable insights and recommendations for continuous improvement, with a focus on optimizing the performance of Callbot and Chatbot interactions.

Bachelor's degree in Marketing, Business Administration, or a related field.
3+ years of experience in CRM or Digital Marketing, with a focus on customer engagement across various interaction channels and familiarity with digital banking, fintech, or financial services.
Experience with CDP or marketing automation tools is a plus.
Proven ability to analyze and interpret customer data from various sources, including Callbot and Chatbot interactions to optimize campaigns.
Skills: analytical and problem-solving skill, organizational and project management skill, communication and teamwork abilities.

A 13th-month wage and up to 3 months of performance-based bonus (year-end bonus).
Laptops and other needed devices are currently supplied to all employees.
BE Corp budget (depending on your level, from 2 million VNĐ) is allocated for using services such as transportation, food, and passenger car bookings in Be application.
Annual health checks and premium medical healthcare (PTI) after probation.
15 days of annual leave is applied for all employees.
Company trips, team-building activities, and happy hour events are organized on a quarterly or annual basis.

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