Customer Services Staff

Job Description

I. Job Purpose:

• To ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction
• Responsible for answering inbound phone calls or addressing customers’ questions about products and services, purchases, and processing payments or other enquiries

II. Job Accountabilities:

• Handle customers’ feedbacks/ 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 and follow problems through to resolution
• 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
• Prepare and update report on daily, weekly, and monthly basis
• Other tasks are as assigned by Line Manager

Job Requirement

• Degree related to Marketing, Business Administration, Social Sciences and Humanities
• 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