Customer Care Senior Specialist (Female is Preferable)ARCELIK HITACHI HOME APPLIANCES SALES VIETNAM CO., LTD.

Primary Function:
Service
Support Product information before and after-sales.
Customer Satisfaction
Technical support
Service seminar
Call center operation support
Job Validation
Customer Satisfaction
- Receiving inquiry:
+ From the customer through mail, email, phone call, website, media network (Facebook) - when their products need to be checked, maintenance, exchanged, order parts, purchase new, complaint...
+ From the client who would like to be a dealer, retail store, local service center... through mail, email, call... record and then forward them Call center.
- Responding immediately to customer:
+Question or complaint that can handle as warranty policy, product information, quick guidance, manual instruction, how to contact local service center and other related jobs.
- Feedback from customer including appraisal and unsatisfied manner from product and service to get to know their desire and expectation.
- Follow-up on unsolved customer inquiries.
- Handle customer problems with professionalism; refer more complex issues to Manager or other management if necessary.
- Maintain knowledge of company policies and procedures and take responsibility to keep up to date on any changes.
Technical support
- Support to translate instruction manual.
- Uploading all instruction manual on E-warranty website.
Service seminar
- Cooperate & support in connecting with all MSCs in nationwide.
- Training for technician about etiquette matters.
- After the event, record and report seminar minutes to the manager.
Call center operation support
- Manage call center operation and report to the manager.
- Well-understanding about warranty policy and support for call center.
- Making report related to call center.
Job validation
- Confirmation and checking data properly input.
- Responsibility for having control of the accuracy of data.
- Verification with the spare parts usage.
- Making payment plan and submit to Finance every month.
- Making payment for MSCs about service jobs.
E-warranty management
- Upload data to system.
- Manage E-warranty system and make sure the accuracy data.
- Do report about E-warranty.
Administration Tasks
- Review & renew all Customer Care vendors' contract.
- Making payment for all vendors.
- Follow instruction and do tasks from direct manager.