Customer Care Intern

Job Overview:

The Customer Care Intern will assist in providing outstanding support to MMV & Marou Chocolates customers both in Vietnam and internationally by addressing inquiries, resolving issues, and ensuring a positive customer experience.

Responsibilities:

1. Customer Support:

• Respond to customer inquiries, questions, or complaints through various channels such as phone, email, live chat, or in-person in a timely and professional manner.
• Provide accurate, clear, and concise information about products, services, and company policies to ensure customer satisfaction.

Problem Resolution:

• Analyze and resolve customer issues effectively, ensuring minimal disruption to the customer&aposs experience.
• Escalate complex or unresolved issues to relevant departments with clear documentation and context to facilitate timely solutions.

Product-Service Knowledge:

• Develop and maintain a comprehensive understanding of product features, benefits, and company policies.
• Stay informed about new product launches, updates, or changes to ensure accurate communication with customers.

Manage customers data:

• Record and store customer information accurately and securely, adhering to company and regulatory privacy standards.
• Gather and analyze customer feedback to recommend process improvements and service enhancements.

Support for The Stores:

• Receive and efficiently process requests related to orders and customers from stores and other departments.
• Act as a liaison to resolve issues between stores, other departments, and customers, ensuring a smooth workflow.

Monitoring and Reporting:

• Track and monitor the status of customer requests to ensure timely updates and resolutions.
• Provide clear and concise reports to supervisors or relevant departments, summarizing trends, feedback, and request outcomes.

Requirements:

• Studying at College or University in Business Administration, Marketing or Communications, or a related field.
• Experience with customer service platforms, e-commerce, or CMS is an advantage.
• Fluency in English (both spoken & written)
• Proficiency in MS Office (Word, Excel, PowerPoint); familiarity with CRM software is a plus.
• Problem-Solving: Strong problem-solving abilities and a customer-centric mindset.
• Collaborative: Effective in working with cross-functional teams.
• Customer-Centric: Focused on delivering an exceptional customer experience.
• Adaptable: Ability to adapt to a fast-paced work environment and handle multiple tasks simultaneously & a proactive learning mindset.

Benefits:

• Internship allowance: 4M/ month + lunch allowance
• Work in a dynamic, supportive and international environment with guidance from experienced mentors.

Internship duration: Full-time for 6 months (5 days/ week). Work on rotating the morning and evening shifts.

Internship location: Marou Office: 64 Xuan Dieu Street, Tu Lien Ward, Tay Ho District, Hanoi.