Report to: Digital Customer Services Manager

Key Accountabilities:

Initiating initiatives and building necessary digital platforms for CS department (40%)

• Propose and implement initiatives, digital platforms and tools needed support the implementation and realization of the company’s digital customer service strategy, improve customer experience journey into the next level.
• Establish and manage the performance of digital objectives, CS digital plans and KPIs that deliver operational efficiency, budget controls, and process improvement to maximize resource utilization and profit.
• Drive innovation and continuous improvement of people, systems, and processes

 Managing and optimizing the department’s digital assets (40%)

• Develop and execute new appropriate advanced technology, revamp and update digital operational procedures/policies, and quality assurance to match the business and customers’ needs.
• Keep up to date in all the latest digital marketing trends and activities
• Plan and manage the budget for digital activities of Department.
• Analyze digital activities ’s performance to optimize the collaboration, propose action plans to improve the results, and develop KPIs related to Digital customer service.
• Ongoing innovation to exploit new alternative channel for digital customer service.
• Manage cross-functional team and colleagues to deliver consistent and goal aligned services.
• Work with relevant departments to implementation digital activities for CS department.
• Be a CS Ambassador for HLV Digital transformation journey.

Others (20%)

• Play a key role on projects to reach the market benchmark and standard on digital customer service.
• Perform other tasks as assigned by line manager

Requirements:

• Education: Bachelor degree in Business Administration, Marketing, Economics, etc.
• At least 3 years experienced in supervision and Digital project management roles in startup/conglomerates, experience in Customer service and Insurance is preferred.
• Proactive, motivation, and performance–driven professional, open mindset.
• Understanding the value of open innovation and the value of digital customer services.
• Ready to understand and show passion toward digital customer service (young and tech savvy millennials) and enjoy the work of meeting customer satisfaction through better user experience and technologies
• Experienced in digital partnership, digital customer service, UI/UX on digital platforms, insurance product, and customer needs identifications is an advantage.
• Fluently in English & Vietnamese.

Benefit

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 15 Annual leaves.