Enhancing Customer Experience at ASUS
At ASUS, we are committed to delivering exceptional customer experiences that foster loyalty and satisfaction. As a Customer Experience Controller, you will play a pivotal role in overseeing and enhancing the overall customer experience to ensure maximum satisfaction and loyalty.
About the Role
We are seeking an experienced professional with a passion for delivering exceptional customer experiences. The ideal candidate will have a proven track record of success in driving improvements and achieving results in a customer service or customer experience controller role.
Main Responsibilities
• Cross-Touchpoint Engagement: Develop and implement strategies to enhance customer engagement across various touchpoints, including phone, email, chat, and social media platforms.
• Customer Feedback Analysis: Collect and analyze customer feedback, reviews, and survey data to identify trends, issues, and opportunities for improvement.
• Process Improvement: Collaborate with cross-functional teams to streamline processes, resolve pain points, and implement best practices to enhance the overall customer experience.
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and preferences to drive product/service enhancements and improvements.
• Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to quality standards, compliance with policies, and alignment with brand values.
• Performance Metrics: Establish key performance indicators (KPIs) and metrics to track customer satisfaction, loyalty, and retention, and develop action plans to address areas of improvement.
• Escalation Management: Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to resolving issues promptly and effectively.
Qualifications
• Proven experience in a customer service or customer experience controller role, with a track record of success in driving improvements and achieving results.
• Strong leadership and management skills, with the ability to inspire and motivate a team towards common goals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Analytical mindset, with the ability to gather and interpret data, identify trends, and make data-driven decisions.
• Strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
• Proficiency in customer relationship management (CRM) systems and other relevant software applications.
• Passion for delivering exceptional customer experiences and building long-lasting relationships with customers.
Requirements
• Minimum 2 years of experience in a similar role.
• Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.