FE CREDIT
FE CREDIT

Digital Product Operations Manager

FE CREDIT

Lương: Cạnh tranh

Thông Tin Tuyển Dụng

Ngành nghề

Dịch vụ khách hàng, Ngân hàng

Lương

Cạnh tranh

Hình thức

Nhân viên chính thức

Ngày cập nhật

09/06/2021

Cấp bậc

Trưởng nhóm / Giám sát

Kinh nghiệm

3 - 5 Năm

Hết hạn nộp

31/07/2021

Địa điểm

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Phúc lợi

  • Laptop
  • Chế độ bảo hiểm
  • Phụ cấp
  • Chăm sóc sức khỏe
  • Tăng lương

Mô tả Công việc

OBJECTIVES

Digital Product Operations Manager’s major responsibility is to maintain or ensure stable growth the conversion in D2C channel, through continuous monitoring of performance of on-boarding process and customer experience across customer journey including pre-sales, sales and post-sales services of digital channel and escalation of issues and potential road blocks. Digital Product Operations Manager contributes to evolution and improvement of existing processes related to on-boarding and customer journey in D2C channel.

KEY RESPONSIBILITIES

  • Continuous monitoring of service levels provided to customer at different stages of existing on-boarding process, both manned and unmanned
  • Provide comprehensive feedback to Operations and/or UW teams based on the performance indicators or information collected from customer (or any other) feedback
  • Collate and analyse customer expressions of dissatisfaction and complaints, system setbacks, mystery shoppers’ feedback
  • Continually identify issues and potential opportunities to improve the customer on-boarding process. Proactively escalate/share inputs with product managers, to accommodate needed changes into product roadmap
  • Facilitate Customer Experience focus groups with customers, volunteers and staff
  • Present data, recommendations to stakeholders
  • Other tasks, as per assignment of upper manager

Yêu Cầu Công Việc

  • University Graduate – major Marketing, Economics
  • Proven experience of at least 3 years in customer service management/sales
  • Preferred experience in eCommerce
  • Language requirements: Vietnamese – Native, English – Fluent
  • Proven success in the following job competencies: Customer Service Management & Support of customer on-boarding through digital channel
  • Problem solving
  • Analytical skills (Able to analyze customer journey metrics, Service Level Indicators from related fields)

Thông tin khác

  • Bằng cấp: Đại học
  • Hình thức: Nhân viên chính thức
  • Độ tuổi: Không giới hạn tuổi
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Giới thiệu về công ty

We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an independent company with the Brand FE CREDIT. Since then, we continuously have been enlarging and taking the leadership of consumer finance market in Vietnam. Our success is built on serving the best sake of our customers; we are keen on designing... Xem thêm

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