CUSTOMER EXPERIENCE LEAD
Earable™ Neuroscience US is a deep tech company delivering scalable, human-centric solutions that improve the everyday experience – from deep sleep to all-day focus. Earable™ invented FRENZ™ - the world’s first consumer brainband that can measure and stimulate brain activity with clinical precision, so you can sleep more deeply, find sharper focus, and unlock the true potential of your brain. It is the recipient of multiple scientific awards and holds 15 patents globally.
More details: https://www.frenzband.com/
Define customer journey and have a strategy & implement to deliver customer excellence at all touch points through customer journey.
Developing and implementing strategies, initiative to improve customer experience across multiple touchpoints and channels
Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
Collaborating with cross-functional teams, such as marketing, sales, product development… to align customer experience efforts with business goals and objectives.
Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Propose effective Omni channel customer support tools. Execute integration between CS tool with other internal/ external platforms
To develop chatbots automation scripts for improve Customer's experience
Planning & delivering CRM strategies and structure :
Develop standards for customer categorization
Planning & develop CRM's ticket flow
Design email automation for CRM's ticket
Develop Lead automation's flow
Develop and maintain customer support documentation, including user manuals, FAQs, and other resources.
Establish customer service processes and procedures, including response time, issue resolution, and escalation protocols, feedback or complaints procedures
Monthly report on customer service metrics, such as lead conversion rate, response time and customer satisfaction
REQUIRED SKILLS AND EXPERIENCE
Bachelor or Master degree related field.
Minimum 5 years work experience in the customer service field.
Strong experience working with E-commerce (Shopify) and digital sales operations, preferably with consumer electronics or technical software field
Good interpersonal skills and ability to build strong client relationships.
To be creative, autonomous, and to be qualitative and quantitative results oriented.
Demonstrate a "can do" attitude and being eager to learn.
Excellent problem-solving skills and attention to detail.
Strong communication and collaboration abilities.
Using English is a plus.
OPPORTUNITIES AND BENEFITS
Attractive salary package
Allowance: Lunch fee 40.000 VND/ working day, Parking fee
Paid leave: 12 day off annually
Activities: Teambuilding, happy lunch, happy hour and many interesting cultural activities
Health care: Annual health check
Insurance: Social insurance, health insurance.
Working hour: Mon-Fri 8.00 AM - 6.00 PM
HOW TO APPLY
Letters of interest and CVs in English or Vietnamese should be sent electronically to us (Careers@earable.ai)
Please indicate in the email subject “Application for <Job Title> ”.
Only short-listed candidates will be invited for interviews.
Earable Vietnam Co., Ltd.
Address: Floor 3rd, Tower A, Sky City Towers, 88 Lang Ha, Dong Da, Hanoi
Hotline: +84 383.069.558