Job Accountabilities:
Contribute to enhance CKVN customer experience level by professionally receiving and handling customer feedback through both hotline and online channels with timely resolutions and great customer satisfaction.
Handle customer feedback, complaints, enquiries, orders by clarifying customer needs, investigating issues, providing accurate responses and appropriate alternative solutions, and delivering relevant information to customers.
Take ownership of customers issues, follow up on cases through to resolution, and conduct Complaint Handling Satisfaction Surveys to measure customer satisfaction with the complaint handling process.
Maintain accurate records and document customer service activities, cases details and customer interactions.
Manage incoming calls effectively, meet call handling and service level target.
Build and maintain positive customer relationships and trust through professional, open, and interactive communication.
Escalate unresolved or complex issues to the appropriate level and/or relevant departments and follow up to ensure timely responses to customers.
Take ownership of preparing and updating accurate daily, weekly, and monthly reports, ensuring timely submission within established deadlines.
Actively contribute initiatives to continuously enhance the quality of customer feedback handling.
Ensure the confidentiality of all information, records, documents, and evidence of consent for personal data processing related to the receipt and handling of customer feedback, complaints, enquiries and orders in accordance with the Company's policies.
Perform other tasks and duties as assigned by Line Manager
Job Requirements:
Working Schedule: 8 hours per shift per day, with shifts scheduled from Monday to Sunday and 1 day off per week. The earliest shift starts at 7:00 AM, and the latest shift ends at 10:00 PM.
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 in 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
Working Location: Mapletree, 1060 Nguyen Van Linh, Tan Hung Ward, HCM