Customer Service Representative

2 weeks ago

Hanoi, Hanoi, Vietnam Công ty TNHH Esoft Vietnam Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)

To provide customer care:

  • Collect and provide holiday plans and volume forecasts for both Customers' public holidays and Vietnamese public holidays or special days that the company holds an event.
  • Follow up proactively with production to "warn" customers on the delivery status and delivery difficulties.
  • Support Customer Service Manager and Customer Service Team Leader to develop and implement customer reward activities such as Tet, Christmas gifts.
To handle customer requests/ complaints and propose a solution:

  • Filter and assign requests to the relevant team/person.
  • Monitor and follow up on the progress of resolving requests.
  • Ensure requests are handled properly and ontime
  • Raise a voice and/or alarm the CS Executive if there are any critical customerrelated matters.
  • Propose solutions to customer requests/ complaints.

To manage customer database and customer relationships:

  • Update and maintain the customer information records, contact list.
  • Develop and maintain customer relationships.
To support Production and other departments in customer-related matters:

  • Contact and inform customers in any production matters that Production requires such as bad inputs, instruction clarification, wrong quantity, additional editing charge, etc.
  • Support Production in checking any order related matters such as instruction, input.
  • Support Production in downloading, uploading, and order creation properly and ontime.
  • Transfer finished materials to customers in case it cannot be transferred via systems
  • Contact and inform customers in any system matters that System/IT requires such as system errors, system upgrade, system feature launch, etc.
  • Contact and inform customers of any billing matters that Accounting requires.
  • Greet new customers
  • Implement seasonal customerrelated production workflow.
  • Propose a solution for improvement of IT infrastructure and system for customer service activities.

Others related tasks as assigned:

  • Support Customer Service Manager and Customer Service Supervisor in conducting customer satisfaction surveys, analysis issues, and propose action.
  • Support Customer Service Manager and Customer Service Supervisor in provide onjob training, coaching, mentoring to the team members.
  • Identify areas for quality management optimization/improvements and promote improvement activities of department working processes, workflows.
  • Ensure customer service standards are aligned with the corporate standards/values

Chức vụ:
Nhân Viên/Chuyên Viên

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • International, professional, creative working environment and talented teams
  • Insurance as Government's regulations (social insurance, medical insurance, unemployment insurance, etc.)
  • AON Premium Healthcare Insurance package, with the possibility to cover family members
  • Relevant training will be provided at the company's expense and we also allow developers to improve their skill set during normal business hours
  • Daily various foods, drink, and seasonal fresh fruits
And many other benefits, let's join us to discover

Địa điểm làm việc

  • Hà Nội: 348 Kim Ngưu, Hai Bà Trưng

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

  • Education: University degree in English, Customer Service, Marketing & Sales, etc... are preferable
  • Experience: 12 year of working experience with customer service and/or marketing and sales, English speaking...
  • Languages: Excellent English skills, especially speaking and writing skills. Fluent in Vietnamese.
  • Good communication skills.
  • Patient personality.
  • Selfmotivated with strong team skills, a high degree of punctuality.
  • Hardworking and good health.

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
Bán Hàng Qua Điện Thoại (Telesale),Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng,Tư Vấn Bán Hàng

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