Job Accountabilities
- Handle customers feedback/ complaints/ enquiries/ orders through online and hotline channels, by clarifying desired information, researching, and exploring answers and alternative solutions, providing information to customers.
- Take ownership of customers issues, follow problems through to resolution and conduct Complaint Handling Satisfaction Survey to measure customer satisfaction.
- Keep accurate records and document customer service actions and discussions.
- Manage amounts of incoming phone calls and meet call handling quotas.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Escalate unresolved problems to upper levels and/or to other related departments and respond back to customers.
- Provide guidance, train for less-experienced personnel for issue resolution.
- Manage Mystery Shopper (MS) program, including evaluation planning, schedule, and communication with stakeholders.
- Review and validate MS evaluation results to ensure data accuracy, consistency, and compliance with evaluation standards.
- Coordinate with Sales Operations, and other departments to follow up on corrective actions and drive continuous improvement based on MS findings.
- Maintain and update MS evaluation criteria, guidelines, and reporting templates to support program effectiveness.
- Monitor MS KPIs, evaluate store service quality trends, and recommend initiatives to enhance customer experience.
- Prepare and update report on daily, weekly, and monthly basis.
- Other tasks are as assigned by Line Manager
Job Requirements
- Degree related to Marketing, Business Administration, Social Sciences and Humanities.
- At least 3 years of working experience in jobs related to customer services, call center.
- Customer service orientation and great customer focus, problem-solving skills.
- Effective phone call handling, oral communication, and active listening skills (Vietnamese and English).
- Familiarity with systems.
- Ability to multi-task, prioritize, and manage time effectively.
- Having a motivated, friendly, and professional attitude.
- Literate in Word, Excel, PowerPoint
- Ability to work in shift
Location: Mapletree, 1060 Nguyen Van Linh, District 7, HCM
