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
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