To provide customer care:
– Collect and provide holiday plans and volume forecasts for both Customers’ public holidays and Vietnamese public holidays or special days that the company holds an event.
– Follow up pro-actively with production to “warn” customers on the delivery status and delivery difficulties.
– Support Customer Service Manager and Customer Service Team Leader to develop and implement customer reward activities such as Tet, Christmas gifts.
To handle customer requests/ complaints and propose a solution
– Filter and assign requests to the relevant team/person.
– Monitor and follow up on the progress of resolving requests.
– Ensure requests are handled properly and on-time
– Raise a voice and/or alarm the CS Executive if there are any critical customer-related matters.
– Propose solutions to customer requests/ complaints.
To manage customer database and customer relationships
– Update and maintain the customer information records, contact list.
– Develop and maintain customer relationships.
To support Production and other departments in customer-related matters
– Contact and inform customers in any production matters that Production requires such as bad inputs, instruction clarification, wrong quantity, additional editing charge, etc.
– Support Production in checking any order related matters such as instruction, input.
– Support Production in downloading, uploading, and order creation properly and on-time.
– Transfer finished materials to customers in case it cannot be transferred via systems
– Contact and inform customers in any system matters that System/IT requires such as system errors, system upgrade, system feature launch, etc.
– Contact and inform customers of any billing matters that Accounting requires.
– Greet new customers
– Implement seasonal customer-related production workflow.
– Propose a solution for improvement of IT infrastructure and system for customer service activities.
Others related tasks as assigned
– Support Customer Service Manager and Customer Service Supervisor in conducting customer satisfaction surveys, analysis issues, and propose action.
– Support Customer Service Manager and Customer Service Supervisor in provide on-job training, coaching, mentoring to the team members.
– Identify areas for quality management optimization/improvements and promote improvement activities of department working processes, workflows.
– Ensure customer service standards are aligned with the corporate standards/values