Customer Service and Experience Executive/ Chuyên Viên Dịch Vụ và Trải Nghiệm Khách Hàng
Tam Son International Joint Stock Company
No. 21, Alley 2, Le Van Huu Street, Hai Ba Trung Dist., Hanoi, Vietnam / 35 Nguyen Hue Street, Ben Nghe, Dist. 1, HCMC.
Hết hạn
Xóa tin
Chi tiết tuyển dụng
Mức lương:
Thỏa thuận
Khu vực:
Hà Nội
Chức vụ:
Nhân viên
Hình thức làm việc:
Toàn thời gian
Lĩnh vực:
Khác
Mô tả công việc
POSITION PURPOSE
(Please provide primary functions of this position)
Delivering exceptional customer service experiences in Vietnam's luxury and multi-channel retail market, measured by service quality, operational efficiency, and CSAT and NPS metrics, with the core goal of creating a seamless shopping experience for customers across all channels.
SCOPE OF WORK / RESPONSIBLITIES
• Client Engagement: Operate contact center platform, interact with clients in a courteous, professional, and engaging manner through various communication channels (phone, email, social media) within working hours. Ensure internal SLA (Service level agreements).
• Problem Resolution: Address client concerns and resolve issues promptly and effectively, ensuring a positive outcome that aligns with the company’s policies and procedures.
• Feedback Collection: Proactively deploy Voice of client programs through different client touch points to understand their preferences, identify areas for improvement, and relay insights to relevant departments.
• Sales Support: Collaborate with frontline to enhance the overall client experience and support sales initiatives.
• Client Experience Management: Define targeted client personas and build up client journey mapping. Recommend and implement process improvements that streamline operations and elevate the client experience.
• Training: Conduct training for sales team and other key stakeholders.
• Measurement: Tracking client experience KPIs and metrics.
*BENEFIT:
- Phone allowance: 300,000 VND/month; transportation allowance: Grab
- Package 1 year: 12 months of salary (13th month salary is fixed + performance bonus based on business performance ~ 1 to 2 months of base salary)
- Social insurance: 100% of salary, PTI health insurance for employee
- Annual leave: 12 days according to labor law + 1.5 days Christmas + 1 birthday day (with full salary)
- Performance review: 1 time/year
- 30-50% discount: on group products
- Gifts: for holidays, birthdays, 1/6, Mid-Autumn Festival, gifts for children in cash
- Periodic health check-ups: for employees
(Please provide primary functions of this position)
Delivering exceptional customer service experiences in Vietnam's luxury and multi-channel retail market, measured by service quality, operational efficiency, and CSAT and NPS metrics, with the core goal of creating a seamless shopping experience for customers across all channels.
SCOPE OF WORK / RESPONSIBLITIES
• Client Engagement: Operate contact center platform, interact with clients in a courteous, professional, and engaging manner through various communication channels (phone, email, social media) within working hours. Ensure internal SLA (Service level agreements).
• Problem Resolution: Address client concerns and resolve issues promptly and effectively, ensuring a positive outcome that aligns with the company’s policies and procedures.
• Feedback Collection: Proactively deploy Voice of client programs through different client touch points to understand their preferences, identify areas for improvement, and relay insights to relevant departments.
• Sales Support: Collaborate with frontline to enhance the overall client experience and support sales initiatives.
• Client Experience Management: Define targeted client personas and build up client journey mapping. Recommend and implement process improvements that streamline operations and elevate the client experience.
• Training: Conduct training for sales team and other key stakeholders.
• Measurement: Tracking client experience KPIs and metrics.
*BENEFIT:
- Phone allowance: 300,000 VND/month; transportation allowance: Grab
- Package 1 year: 12 months of salary (13th month salary is fixed + performance bonus based on business performance ~ 1 to 2 months of base salary)
- Social insurance: 100% of salary, PTI health insurance for employee
- Annual leave: 12 days according to labor law + 1.5 days Christmas + 1 birthday day (with full salary)
- Performance review: 1 time/year
- 30-50% discount: on group products
- Gifts: for holidays, birthdays, 1/6, Mid-Autumn Festival, gifts for children in cash
- Periodic health check-ups: for employees
Quyền lợi được hưởng
Competitive salary packages with fixed 13th-month salary and performance bonus.
,#Premium health care insurance.
,#Premium health care insurance.
Yêu cầu kỹ năng
Customer Service Mindset, Customer Experiences, Customer Handling, Feedback Management, Customer Satisfaction
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