Chăm Sóc Khách Hàng / Customer Services ExecutiveTWG Studio

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.