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Mô tả công việc
REPORTING STRUCTURE
Customer Service Executive reports directly to their supervisor with all required information within their authority.
He/she provides customer care, assistance and guidance to new team members, volunteers/interns (if any). The department's structure and scale may vary with company development.
He/She closely collaborates with Sales, 2D, 3D teams on daily tasks, approaches, and execution plans set by the Director and the Board.
ROLES AND RESPONSIBILITIES
The
Customer Service Executive is responsible for translating (from English to Vietnamese and vice versa) and transferring customer requests and feedbacks to the Production teams, responding to enquiries of production teams to customers, inputting data and information of customers' orders into the internal Clickup system, returning products to customers, and conducting regular care to ensure customer satisfaction with TWG Studio's products and
customer services, including but not limited to:
Customer Care
Receiving and handling customer inquiries/complaints related to company products/services of TWG Studio, providing information to relevant departments to address issues.
Coordinating with team in the promotions, business service packages to customers, contacting customers on holidays, sending gifts, announcing special offers, and forwarding deals to customers.
Sending regular newsletters to customers and internal newsletters to enhance customer and staff experiences.
Participating in building and managing information channels to provide customers with the needed content quickly and accurately (providing instructions for customers to use the company's services/products and promotions).
Monitoring and continuously updating company products/service policies.
Managing and updating customer lists and related information.
Achieving goals and KPIs set by the Director and updated over time.
Improving Customer Services:
Reporting customers' satisfaction levels with TWG Studio's products/services to superiors and proposing enhancements to job quality.
Monitoring and implementing initiatives to improve customer experience and loyalty to the TWG Studio brand.
Updating the latest experience trends for market and target customers.
Proposing suitable product/service development directions based on customer needs and preferences.
Contributing to development of TWG Studio's customer care policies and strategies with the CEO and Team Leader.
Yêu cầu công việc
QUALIFICATIONS AND EXPERIENCE
Bachelor's degree in English, Communications, Tourism, Business Administration, Marketing, or related fields.
Being experienced in customer care, consulting, and customer services is an advantage.
Being experienced and having knowledge in communicating with multinational customers are advantages.
Basic knowledge of B2B, B2C customer care models is an advantage.
SKILLS AND ATTITUDE REQUIREMENTS
Proficiency in computer skills, experience in handling information on computers, proficient in Office software applications and Email. Being experienced in using Messaging, CRM, Dropbox, Clickup software is an advantage.
Owning clear, persuasive, effective communication skills in both English and Vietnamese, aiming to ensure customer satisfaction.
Being able to work in teams, collaborate openly and flexibly with other team members, understanding roles within the team.
Owning good organizational and time management skills, ability to manage multiple priorities, completing tasks on time, and being proactive in work.
Being diligent, detail-oriented, ensuring high accuracy.
Being calm, clear, open-minded, adaptable, and respectful of diverse viewpoints, feedback, or objections from others.
Owning the spirit of advancement, being proactive, highly committed, and long-term bonding.
Adherence to confidentiality policy/agreements, as well as TWG Studio's policies and procedures.
For those candidates who are interested in the position are requested to send your CV and cover letter in English through email no later than 28 May 2024. The email should be titled as CV__(Your name)_Customer Service Executive.
Quyền lợi được hưởng
BENEFITS
Training provided by enthusiastic and dynamic direct supervisors and team members;
Selected candidate will sign a fixed-term contract for one year after the probation period. Negotiated salary based on the candidate's experience, skills, and TWG Studio policies. Bonuses based on job performance.
Other benefits and working conditions are in accordance with legal regulations and provisions in the TWG Studio Employee Handbook.
Thông tin khác
Cấp bậc
Nhân viên
Kinh nghiệm
Dưới 1 năm
Số lượng tuyển
1 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
Nộp hồ sơ liên hệ
