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SwanCity

swanbay.com.vn

An International is one of Asia’s Top 50 Listed Companies and an international leader in providing integrated urban developments. The company focuses on early stage investment of infrastructure,... Detail

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Customer Service Supervisor, Vietnam

Benefits

  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

This role is based in Ho Chi Minh City, reporting to Customer Service Head.

This position is responsible for the full spectrum of customer service management of the residential division comprehensively, constantly improve customer satisfaction, and achieve the goal of maintaining and optimizing the corporate brand image

Key responsibilities

  1. Handover Management
  • Site check, work with Construction team, Estate Management team to ensure the handover units are ready for handover
  • Work with Sales Admin department for the eligible handover customer list and plan the handover plan
  • Work with Handover Committee to execute the handover plan to achieve KPI
  • Planning the handover process to ensure the customer satisfaction
  • Manage the handover team (3-5 member) to execute the handover plan
  • Report and facilitate the alignment between departments to solve any deffects/issues relating to handover
  • Direct dealing with customers, assist the team in handling VIP and difficult customers.
  • After Sales Service Management
  • Set up the customer service procedures in handling customers
  • Manage the team and align with internal departments to solve problems and response to customers.
  • Assist, solve any issues/problems of VIP, difficult customers regarding to residential relation, contract, management charge, deffects.
  • Provide consultant to Customer Service Head in full year customer service planning to improve services to customers.
  • Contribute in set up the process for customer service procedures
  • Provide training to handover staff
  • Other task assigned by Customer Service Head. Lead the team to deal with all kinds of owners' consultation complaints and major customer risk early warning and follow-up, supervise other functional line of complaint handling
  • Examine and approve customer complaint cost and customer compensation plan under certain amount
  • Organize and direct the regular arrangement of customers' opinions and Suggestions to form CS report, which can provide reference for the product research and development of the project positioning in the early stage

Job Requirement

  • At least a good Bachelor’s degree in Management or MBA.
  • Proven track record of operating in Customer management, Customer development, Customer Services.
  • At least 5 years of relevant work experience, of which recent years are with the real estate industry
  • Past management roles in multi-national company
  • Lead and develop high-performing team
  • Self-driven, proactive and results-oriented
  • Willing and able to be hands-on to complete assigned tasks
  • Good interpersonal and communication skills to build effective relationships with various stakeholders
  • Past work experience in Hospitality an advantage

Employment Information

Customer Service Supervisor, Vietnam

SwanCity

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