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[TAM SƠN] - HN Customer Service Executive

Job Benefit

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

Job Description

  • Develop and implement a strategy for customer service with the overall objective of improving customer satisfaction, operational efficiency and quality of service.
  • Design WOW customer experience standard; conduct training to sales team and other key stakeholders.
  • Own the end-to-end customer service experience, collaboration with other departments (e.g. sales) and other Operations teams where necessary.
  • Respond to customer inquiries within working hours
  • Collect and analyze customer feedback, handle complaints to building strategies for improving the overall customer experience and fostering loyalty
  • Tracking customer service KPIs and metrics

Job Requirement

  1. Competencies
  • Cooperative attitude: Promote team spirit and solidarity and actively seek cooperation, both inside and extending beyond the team itself.
  • Customer orientation: Anticipates customers’ wishes, goes the extra miles and is regarded as a constructive business partner.
  • Result orientation: Make use of every opportunity to surpass the anticipated results and encourage others accordingly.
  • Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others. Helps and motivates others to learn.
  • Strategic thinking: Charts course within own professional area and provide ideas for the direction and development of the organization.
  • Planning and organization: Plans, coordinates and direct various kinds of activities, both for himself/herself and for others. Works out systems or procedures that make it easier to achieve the goals.
  • Change orientation: Encourages the necessary changes in own or adjoining professional areas and helps with their implementation.
  • Leadership: Coaches and motivates staff and invoices them in the performance of the activities.
  1. Qualifications
  • University degree (Bachelor/Master) in economics, marketing, finance or equivalent
  • 3 years of proven working experience in customer service, customer experience
  • Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above)
  • Proficient in Microsoft Office 365
  • Contact center and CRM technology: Extensively experience with deploying and managing / maintaining various front-end applications (e.g., Avaya, Cisco, Salesforce, etc.) and CRM platforms (Oracle, Microsoft, SAP, Salesforce, etc.)

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