Customer Service Staff

3 weeks ago

Hanoi, Vietnam Công Ty TNHH Kintetsu World Express Việt Nam Full time

**Mô tả công việc**:
(Mức lương: Thỏa thuận)The Customer Service Staff is responsible for being a bridge between existing customers for daily communication, overseas agents, and the operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.
- Sales support:

- Take care of all back-office tasks related to customer or agent inquiries instead of the sales team, make and update the quotations, requested reports, booking status and tracing sheets, summary sheet for an account, and so on (final responsibility belongs to sales for the quotation).
- Take care of all inquiries from existing customers and businesses, lanes like answering questions, concerns, complaints, rate inquiries, and so on, then consult with the sales manager, dedicated sales, or Business Marketing for the proposals before responding to customers.
- Conduct service contracts with customers (final responsibility belongs to sales).
- Monitor AR with customers (final responsibility belongs to sales).
- Share the information about new or expanded business with the sales team if we get it through our daily communication with customers.
- Preparation of RFQ: Collect the buying rate for RFQ/schedule by collaboration with the procurement team/operation team (inputter will be procurement and operation team) in case the Sales request support by CS.
- Operation monitoring:

- Create SOPs for the way to arrange for the shipments and services based on customers’ agreements and requirements (to share the contents with the team).
- Create a common S/I (with details of the remark per accounts and shipments) for each transportation mode or service to share with other (AE/OE/OPS) teams.
- Instruct operation team following customer’s request.
- Remind the operation team to update shipment status, booking status, etc. (in case the operation team does not respond in a timely manner). A final responsibility belongs to the operation side.
- Make a booking management (Consolidation) sheet for the booking and operation team to follow.
- Others:

- Send booking confirmation, shipment status, and tracking report to customers.
- Handle and resolve customer complaints.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Perform customer verifications.
- Keep records of customer interactions and transactions.
- Record details of inquiries, comments, and complaints for review.
- Check the volume/revenue of each customer frequently by databases and share the situation with sales PIC.
- Conduct regular customer satisfaction surveys.
- Make a regular report related to the Customer Service daily working includes the service quality with Supervisor.

**Chức vụ**: Nhân viên/Chuyên viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
Lương tháng 13 + Bonus

Gói bảo hiểm chăm sóc sức khỏe toàn diện Bảo Việt, Bảo hiểm tai nạn 24/7

Môi trường làm việc quốc tế chuyên nghiệp với nhiều cơ hội học hỏi và phát triển
**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:

- Education and experience:

- Bachelor or higher education degree in a relevant field.
- Advanced training or certifications with demonstrated experience or expertise in the forwarding and logistics industry processes and practices.
- Experience in using systems for bookings, documentation, shipping document insurance, and intranet.
- Hands-on experience in executing all aspects of operational procedures efficiently.
- Knowledge of KWE’s products and services is a plus.
- Required skills and abilities:

- Good at MS Office (Word, Excel, PowerPoint).
- Intermediate English proficiency. Another language (Japanese, Chinese, Korean, etc.) is a plus.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Excellent verbal and written communication skills, with an emphasis on active listening.
- High attention to detail, accuracy, and the ability to proofread and edit work.
- Customer-focused with a strong customer service orientation.
- Flexibility and adaptability to change.
- Proactive and self-starter with initiative and problem-solving skills.
- Working condition & Benefits
- Working Place: TTC Tower, 19 Duy Tan, Dich Vong Hau, Cau Giay, Hanoi
- Working time: 8:00 - 17:35 Monday - Friday (Close Saturday & Sunday)
- Annual Leave: 12 days/year (after probation time)
- Net salary: Negotiable (13 months a year plus Tet bonus & Annual performance bonus)
- Annual Salary Increase: once per year
- Performance Assessment: twice per year (fixed in April and October)
- Insurance: 24 hours’ Accident Insurance, Social Insurance, Health Care Insurance
- Others: International working environment with a lot of opportunities for learning and development, train

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