Location

Ho Chi Minh

  • Salary

    17 Tr - 30 Tr VND

  • Experience

    2 - 3 Years

  • Job level

    Manager

  • Deadline to apply

    31/08/2020

Job Description

  • To propose a strategy to deploy customer service including contact channels, scope of customer support, customer service standards, action plan…
  • To perform a set up for systems / applications including: Customer Service Core, Customer Service Management System, Quality Control, Call Center.
  • To manage delivery operation include in: manage daily delivery operations including hotlines and drivers; liaises and collaborates with outlets to optimize performances with an emphasis on speed; constantly comes up with innovative ideas to drive revenue and control cost
  • To train and develop effective delivery crew members: training programs and develops delivery; creates a healthy working environment for fast and concise communication, leading to rapid action.
  • To exceed customer expectation: manage delivery systems to ensure guests’ satisfaction on the quality of products, service and speed; drives core values and brand message through all customer interactions.
  • To formulate customer service operation procedures for Call Agents, Supervisor in handling customer feedback/complaint, call quality control, call agent performance …
  • Monitor daily customer service activities through channel hotline, email, chat, social channel,…
  • To timely feedback service and system issue to Marketing, IT, Operation Team for a quick amendment/solution to ensure a thorough service level.
  • To play a key role in complaint handling: to record customer inquiry/complaints and to coordinate with relevant department to resolve complaints
  • To build/set up procedure/instruction and timely update to ensure CS operations smoothly process.
  • To prepare periodic reports and analysis on customer service activities, customer feedback in weekly/monthly/quarterly/yearly period.
  • To propose solution/management activities to improve CS process/productivity.
  • Any other tasks as assigned by Line Manager

Job Requirement

  • University graduated (Sales & Marketing is preferred)
  • Experience in a similar professional role or adequate experience at least 3 years.
  • Experience in management or supervisory level.
  • Good communication skills in writing and speaking in both English and Vietnamese
  • Strong analysis, presenting and negotiation skills
  • Good at Office computer skills
  • Ability to work long hours, often under pressure meeting tight deadlines

More Information

  • Age: Unlimited

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