Customer Experience Excellence Trainee

• Customer Experience (CX) team helps elevate the user experience across our eWallet and bank-linked services. In this role, you will work closely with cross-functional teams to understand customer pain points, improve service quality, and ensure smooth transactions for our users;
• As a part of the CX / Project Management Team, you will work alongside the Project Manager conducting cross-team projects that positively impact the quality of Bank Mapping / Cash-in / Cash-out / Financial Products of each Bank partner. Key tasks include: 
  • Monitoring, categorizing, and analyzing service inconsistencies, errors and customer feedback to identify root causes of issues; 
  • Collaborating with internal teams (Technology, Customer Services, Product, and Business owners) and Bank partners to resolve service-impacting problems; 
  • Participating in user acceptance testing (UAT) for new product features before launch; 
  • Assisting in building metrics and standards to evaluate customer experience (e.g., CSAT, NPS, issue rate); 
  • Creating periodic reports and suggesting improvements to enhance user satisfaction;
• You are also participating in innovative projects to provide exceptional customer experience such as AI Chat bot or In-app customer support built in specific customer journeys.

    Outstanding Academic

 -  Background Minimum GPA of 3.2/4.0 or 8.0/10;

-  Proficient in English: B2, IELTS 6.0, TOEIC 800, Cambridge C1;

-  Less than 2 years of full-time work experience and available to join full-time;

    Cultural Fit

-   Proactive, adaptable, and passionate about technology and fintech – key traits for fast growth;

-   Ready to embrace MoMo’s mission and core values to drive real impact;

    Leadership Potential
 
-   Entrepreneurial mindset, innovative thinking, and the ability to adapt in a fast-changing environment;

-   Strong motivation and long-term commitment to career development, with a clear ambition to grow into a future leadership role.

    Department-specific Requirements

-   Strong analytical, problem-solving skills and customer-centric mindset;

-  Good communication skills and ability to coordinate with multiple teams;

-  Proactive, detail-oriented, and eager to learn about fintech, ewallet, payment and digital financial products;

-  Ability to manage performance data, analyze, and create reports;

-  Recommends/takes corrective actions to ensure the achievement of mission and CX objectives;

-  Familiar with Google Business Platform; knowledge of SQL is a plus;

-  Passionate about improving user experiences and digital product quality.

• Thông tin liên hệ:
  Bộ phận tuyển dụng: [email protected]

• Nộp CV qua link: https://momo.careers/jobs/customer-experience-excellence-trainee-11570