Customer Service Officer (English and Mandarin speaking)

A/Company Description

Watsons Vietnam is a part of AS Watson Group, the world's largest international health and beauty retailer with over 17,000 stores in 31 markets and a growing O+O (Offline plus Online) platform serving more than 6 billion customers annually. With a reputation for innovation and excellence in retail, Watsons leads in the health and beauty sector across Asia with operations in 16 markets, including 8,000 stores and over 1,500 pharmacies. Backed by a professional and passionate young team, the company's mission is to help customers look good, do good, and feel great every day.

B/Role Description

This is a full-time, on-site role based in Ho Chi Minh City, Vietnam. The Customer Service Specialist will interact customers in English and Mandarinlanguage to resolve inquiries.

The customer service specialist is responsible for handling questions, comments and complaints regarding Watsons's retail business. The ultimate goal is to provide a positive customer experience and enhance relationships between consumers and businesses.

C/Principal accountabilities:

1.Handle customer enquiries through the phone (English and Mandarin-speaking customers):

Listen, probe and question in order to clarify and understand customer needs.

Remain up to date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers.

Follow-up on outstanding cases and perform call back to customers if necessary.

2.Handle customer enquiries via various channels such as emails, live chat, phone calls, etc.

Assist customer on after sales issues.

Resolve customer product and promotion enquiries.

Perform up-sell and cross sell to customers.

3.Handle customer enquiries on social media.

Engage customers using social media platforms to resolve their issues or enquiries.

Moderate and respond to comments on social media professionally and with empathy

4.Escalate customer issues.

Document customer issues on system.

Escalate the customer's issue to an appropriate party.

Follow-up with the respective parties to respond to customers promptly.

5.Assist on membership matters

Process card replacement.

Activate new membership cards.

Resolve points related issues.

Guide customers who encountered issues with activation of their membership cards and login.

D/Qualifications

1.Education & Experience: Candidates with experience in customer service or contact centre will have an added advantage

2.Personal Attributes

Highly adaptable to a fast-paced and dynamic work environment

Pleasant disposition and personality

A team player

Possess a sense of urgency

3.Competencies

Proficiency in English

Able to communicate effectively in Mandarin with Mandarin-speaking customers

Customer-oriented with good interpersonal and communication skills

Candidates with a passion in customer service are welcome to apply

Please send you application to email: [Confidential Information] (Zandy). Please accept us to approach the qualified candidates only and we are only approach via email and WhatsApp with thanks.