JOBS DESCRIPTION

CUSTOMER EXPERIENCE LEAD 

ABOUT EARABLE™

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/

RESPONSIBILITY

Customer experience:

• 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

• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration abilities.

• 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.

CONTACT INFORMATION

Earable Vietnam Co., Ltd.

Address: Floor 3rd, Tower A, Sky City Towers, 88 Lang Ha, Dong Da, Hanoi

Hotline: +84 383.069.558 

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THANK YOU!