Quality Assurance Officer / Chuyên viên Kiểm soát Chất lượng Dịch vụ Khách hàng

Quality Assurance (80%):
+ Assure CS frontline is operated and providing services following approved procedures and guidelines.
+ Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
+ Co-operate with relevant Departments on improving Customer care services.
+ Early detect/inspect issues related to CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and preventing the issue recurrence in the future.
+ Create standard works for CS frontline and ensure CS frontline staff follow and apply them in their daily work.
+ Back-up force for CS frontline & involves in customer visits (10%):
+ Involve in customer onsite visits when handling customer complaints, customer care, and investigation cases, etc.
+ Conduct training/refresher training for CS staff.
+ Plays the role of back-up force for CS frontline when needed.
Others (10%):
+ Contribute to maintaining a professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.).
+ Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
+ Work closely with the sales force.
+ Perform other tasks as assigned from time to time.
Benefits
+ Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
+ Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
+ Competitive salary (100% salary during probation).
+ Gifts for new comers and on special occasions
+ Modern facilities in the spacious office
+ Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
+ 15 Annual leaves

Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
,#Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
,#15 Annual leaves.
,#Gifts for newcomers and on special occasions.
Modern facilities in the spacious office.

Adaptability, Adaptability, Adaptability, Communication skills, Customer service experience, Quality Assurance, Negotiation