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**Location**:Yen Bai, VN**Job Summary** Provide "in-office" after-sales support (i.e. customer requests, orders, complaints, billing, etc.) and excellent execution of procedures, processes and guidelines **General Responsibilities** - Support superior in managing day-to-day operating expenditures against operating budgets to ensure efficient usage of resources - Follow and adhere to work processes and standard operating procedures in performing day-to-day tasks - Handle routine outbound/inbound customer requests/orders/complaints/billing and products/services information. Escalate to relevant stakeholders for follow-up actions - Handle periodic “walk-in” customer service and sales by providing quick and pleasant service to customers - Accurately enter all new customer information, existing customer orders and adjustments to ensure proper customer service, accounting of purchases, billing and inventory reconciliation - Maintain and communicate current, accurate information on pricing, products, promotions and service procedures to customers - Prepare and submit regular/ad-hoc reports to respective departments or management on all the cases logged in the system - Provide feedback to supervisor on improvement areas based on customer/client issues - Work closely with internal stakeholders to ensure timely, effective and efficient service to customers - Establish and maintain good working relationships with clients/customers **Functional Skills and Knowledge** - Demonstrate basic knowledge in customer service principles and practices - Proven SAP knowledge - Proven experience in call center/customer service environments - Proven ability in multi-tasking and prioritizing workload - Demonstrate high attention to detail, follow-through and accuracy - Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint) - Demonstrate fluency in local language and ideally in English, both written and spoken **Education** Diploma/certificate in any field **Work Experience** Minimum one to two years' experience in similar role
