1. Role and Responsibilities
- We are looking for an enthusiastic Careline Leader. You will be reporting directly to the CRM & Careline manager and assisting with all related tasks. You may be required to perform administrative tasks, update the system database, and foster strong relationships with key stakeholders.
- To ensure success as a Careline Leader, you should have basic knowledge of
digital marketing techniques, excellent interpersonal skills, and be able to work to strict deadlines. Ultimately, a top-level Careline Leader provides valuable assistance to the marketing and business teams and boosts the company's image.
2. Main Duties and Functions
1. Careline
Call Centre Management
- To manage the out-sourced call centre agency to provide high-quality customer service to callers.
- To ensure a timely response to consumers/customers enquiries as well as to forward feedback to all other relevant colleagues.
- To seek continuous improvement in outbound calls intended to update consumer data and understand the brand of first choice.
- To conduct surveys for a better understanding of our consumers' needs.
- To provide unconditional support to consumers.
- Coordinate with regional Careline team in SEA for cross-learning, and best practices
Consumer/Customer Complaints
- Ensure moms satisfactions
o Responding promptly to customer inquiries.
o Communicating with customers through various channels (Hotline, Facebook Page, Stores, etc).
- Monthly, Ad-hoc, and Annual Reporting
o To measure and evaluate Careline customer service and tracking of KPI.
o Prepare for monthly meetings to give Careline KPI updates.
- Crisis management
o Proactively manage crises and prevent minor complaints from escalating into major issues by strictly adhering to crisis management protocols.
System Management
- Work with ticket management, CRM, to record customer databases.
- Work with call centre agency to ensure system performance and technology updates.
2. Training
- Careline Advisor & call centre training: Enhance careline performance through training and coaching.
- Product Training & FAQs: Support to train store staff on product knowledge and prepare product FAQs.
Education (Minimum requirements to satisfactorily complete all key job accountabilities)
- Diploma/ bachelor in marketing, Business, or related field.
- Minimum 3 years of working experience in Careline, FMCG
- Experience in nutrition or the early childhood nutrition field is a bonus (training will be provided).
- English proficiency.
Experience
- Proven work experience in customer service or consumer service
- Excellent communication and interpersonal skills, including written and spoken in Vietnamese and English.
- Proactive, good follow-through, and results oriented.
- Must be able to learn quickly, problem solving, and self-teach when needed.
- Have passion for customer service or customer relationship management path.
- Resilient and assertive in handling and monitoring both positive and negative feedback (from consumers/customers/key accounts).