Customer Service Staff

1 day ago

Ho Chi Minh City, Vietnam ITL Full time

**VELA INTEGRATED LOGISTICS CORPORATION (ITL SUB)**
(Web: Home - VELA)

**Requirements**:
**_Performance_**
- Interact, verify, classify customer/supplier’s inquiry to assign to related internal department exactly and timely
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers/ Suppliers
- All tickets opened on Omni-channel Customer service system are followed until closed
- Collect customer contact information via Omni-channel Customer service system and update CRM
- Support Users on using platform follow SOP
- Booking verification/ creation on time
- All Client booking information is valid before transfering to Operation
- Arrange Billing process to settle payment to Vendors accurately and timely follow contracted payment term.
- Arrange Billing process to collect payment from Customers accurately and timely follow contracted payment term.
- Do reports as superior request on time & accurately

**_Customer satisfaction_**
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers toward to Customer satisfaction on VELA service
- Arrange Billing process with minimum mistake
- Deliver best support in scope of responsibility to Customer

**_Operation Excellence_**
Deploy platform and Ommi-channel CS system
- All inquiries/issues/complaints of Customers/Suppliers ared opened ticket on Ommi-channel CS system
- All tickets opened on Omni-channel Customer service system are followed until closed
- Booking is verified & completed on platform
- Booking information is valid before transfering to Operation
- Complete Billing process to Customers/Suppliers on platform and manual

**_Human resource management_**
- Attend training causes and internal activities of the company
- Comply to company SOP/ Policy/ Regulation

**Responsibility**
- Coordinate with internal to solve and feedback to all inquiries from Customers/ Suppliers
- Interact, verify, classify customer/supplier’s inquiry to assign to related internal department to take action via Omni-channel CS system include: Platform user support, Cargo isssues, Request for service, Complaint and feedback, Others
- Open ticket on Omni-channel Customer service system for each inquiry
- Follow all tickets untill they’re closed
- Close all tickets
- Collect customer contact information via Omni-channel system and update to CRM
- Receive and verify Booking request from customers or create Booking on platform o/b customers.
- Scope of service is include: International freight, Domestic transportation, Customs clearance, Warehousing
- Arrange Billing process to settle payment to Vendors accurately and timely follow contracted payment term. + Verify & confirm SOA & payment documents from Vendor + Submit payment request to Finance department to settle payment to Vendors + Follow payment progressArrange Billing process to collect payment from Customers accurately and timely follow contracted payment term. + Create Debit Note/SOA to Customer + Get customer confirmation on Debit Note/SOA + Submit payment documents to Customer
- Update new Regulation/ Notice related to Operation to Customer upon practice situation
- Do reports or make notices/annoucement as superior request
- Other tasks as assigned by the Supervisor/Manager

**Qualifications**
- Bachelor Degree
- Knowledge in Logistics service field
- Good command in English (B Level)
- Good Computer skills (MS Office)
- High adaptability to the working environment
- A fast learner, ability to multi-task and work independently under high pressure
- Problem solving skill
- Customer-oriented mindset
- Good communication skill
- Eager to learn

**_Experience_**
- Min. 2 year - experience of Customer service in logistics field
- Care Center experience is plus point

**_Skills & Competency_**
- Team work
- Adaptability
- Communication
- Initiative
- Customer - oriented
- Planning - Organizing & Supervising

Competency
- Business Acumen
- Leading Others
- Integration
- Customers Centric
- Integrity

**Special requirements - Working conditions & Others**
- Willing to work overtime (out of office hours, weekend, break days) to finish tasks assigned
- Go to business trip as required
- Joining some other Projects as required

Time: Monday to Friday (8:00-17:30)

Location: 44 Truong Son, Tan Binh, HCM

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