Customer Services Staff
6 days ago
**Job Purpose**/ **_Mục Tiêu Công Việc_**:
- To ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction_/ _Đảm bảo tiêu chuẩn dịch vụ xuất sắc, phản hồi hiệu quả cho các yêu cầu của khách hàng và duy trì sự hài lòng cao của khách hàng._
- Responsible for answering inbound phone calls or addressing customers’ questions about products and services, purchases, and processing payments or other enquiries/ _Chịu trách nhiệm trả lời cuộc gọi đến hoặc các câu hỏi của khách hàng về sản phẩm và dịch vụ, mua hàng và phương thức thanh toán hoặc các yêu cầu khác._
***Job Accountabilities**/ **_Trách Nhiệm Công Việc_**:
- Handle customers’ feedbacks/ complaints/ enquiries/ orders through online and hotline channels, by clarifying desired information, researching, and exploring answers and alternative solutions, providing information to customers/_ Xử lý phản hồi/ khiếu nại/ yêu cầu/ đơn hàng của khách hàng thông qua các kênh trực tuyến và đường dây nóng, bằng cách làm rõ thông tin mong muốn, tìm hiểu và đưa ra các câu trả lời và các giải pháp thay thế, cung cấp thông tin cho khách hàng._
- Take ownership of customers issues and follow problems through to resolution/ _Chịu trách nhiệm giải quyết các vấn đề của khách hàng và theo dõi tiến trình giải quyết._
- Keep accurate records and document customer service actions and discussions/ _Lưu trữ chính xác bản ghi âm và ghi chép các hoạt động và cuộc trò chuyện với khách hàng._
- Manage amounts of incoming phone calls and meet call handling quotas/ _Quản lý số lượng cuộc gọi đến và đáp ứng các chỉ tiêu xử lý cuộc gọi._
- Build sustainable relationships and trust with customers through open and interactive communication/ _Xây dựng các mối quan hệ bền vững và tạo niềm tin với khách hàng thông qua việc giao tiếp cởi mở và có sự tương tác._
- Escalate unresolved problems to upper levels and/or to other related departments and respond back to customers/ _Chuyển các vấn đề chưa có hướng giải quyết lên cấp cao hơn và/ hoặc đến các bộ phận liên quan khác, sau đó trả lời lại cho khách hàng._
- Prepare and update report on daily, weekly, and monthly basis/ _Chuẩn bị và cập nhật báo cáo hàng ngày, hàng tuần và hàng tháng._
- Other tasks are as assigned by Line Manager_/ Thực hiện các nhiệm vụ khác theo phân công của quản lý trực tiếp._
**Job Requirements/ **_Yêu Cầu Công Việc_**:
- Degree related to Marketing, Business Administration, Social Sciences and Humanities/ _Tốt nghiệp đại học chuyên ngành Marketing, Quản trị kinh doanh, Khoa học Xã hội và Nhân văn._
- Customer service orientation and great customer focus, problem-solving skills/ _Có tinh thần hướng tới phục vụ khách hàng, chú trọng vào khách hàng, kỹ năng giải quyết vấn đề_._
- Effective phone call handling, oral communication, and active listening skills (Vietnamese and English)/ _Có khả năng xử lý cuộc gọi qua điện thoại một cách hiệu quả, kỹ năng giao tiếp bằng giọng nói và lắng nghe tích cực (tiếng Việt và tiếng Anh)_._
- Familiarity with systems/ _Quen thuộc với hệ thống_._
- Ability to multi-task, prioritize, and manage time effectively/ _Có khả năng đảm nhận nhiều nhiệm vụ, ưu tiên và quản lý thời gian hiệu quả._
- Having a motivated, friendly, and professional attitude/ C_ó thái độ năng động, thân thiện và chuyên nghiệp._
- Literate in Word, Excel, PowerPoint/ _Biết Word, Excel, PowerPoint._
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