Customer Service Representative (Working In Shifts)

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

• 100% Insurance as Government's regulations (social insurance, medical insurance, unemployment insurance, ETC.) during 2-month probation
• Rate night shifts: 135% salary, Rate holiday: 300% salary
• Company provides meals
• International, professional, creative working environment and talented teams
• Working from Monday-Saturday