Customer Relations Executive

WORKING TIME: 8-hour rotating working shifts
Day shift: 8.30 AM - 5.30 PM
Night shift: 4.30 PM - 12.00 AM
You will work in rotating shifts with your colleagues and have up to 3 Night Shifts per week and have 1 day off at weekends.
You will work from home on the Night Shift and Weekends.
Lunch break: 12:00 PM - 01:00 PM
Evening break: 6:30 PM - 7:00 PM
or 7:30 PM - 8:00 PM
RESPONSIBILITIES
1. Customer Consultation and Order Confirmation
Inquire about customer needs and provide advice based on the given requirements.
Generate a quotation based on the specified criteria.
Address customer inquiries.
Advise on package upgrades and confirm customer orders.
Guide customers on payment and form-filling/upload procedures.
2. Order Operations
Create order codes and input customer order information into data entry files.
Send emails notifying customers of the order code and a confirmation table of order details.
Provide order information to the Operations Management Department (OM) and payment details to the Accounting Department.
Collaborate with the OM to monitor the order operation process.
Facilitate communication between writers, OM, and customers.
Address inquiries and support customers during the order operation process.
Receive and send Outlines, Drafts, and Finals between OM and customers.
Ensure smooth and consistent order operations.
3. Customer Care Services
Listen, respond, and assist customers from the initial contact until they no longer require services.
Provide customer care in designated segments as per the care programs outlined by management.
Propose suggestions and solutions to enhance customer care services.
Reconnect with previous customers to offer services.
Ensure customers receive the best care and experience when using the company's services.
4. Data Management and Internal Processes
Manage customer and order data files.
Maintain internal files, handover documents internally, and cross-referenced files with other departments.
Manage files outlining company service processes and policies.
Conduct monthly data reconciliation processes with OM, Marketing (MKT), and Accounting Departments.
Generate monthly reports for Customer Relations (CR).
Analyze data, identify reasons, and propose solutions based on monthly data reports.
Coordinate with the Order Management and Accounting Departments to process refund orders for customers.
REQUIRED SKILLS & QUALIFICATIONS
Bachelor's degree in any subject is acceptable;
1-year experience in Sales and Customer Service is preferred;
Understanding consumer trends and customer service needs;
Thorough understanding of marketing and negotiating techniques;
Proficient in CRM tools, sales process support tools, and customer care
Excellent knowledge of MS Office;
Fluent in English, especially reading and writing;
Self-driven and ability both working independently and in a team;
High information security awareness;
Time management skills.
BENEFITS AT MAAS
Attractive Income: up to 11.000.000 VND/month, including
+ Negotiable salary (7.000.000 - 9.000.000 VND/month)
+ Parking and meal allowances
+ Incentive
13th-month salary bonus;
Salary review yearly;
Insurance following the Labor Law;
13 days of annual leaves per year;
Gift or allowance for holidays, birthdays, weddings, sicknesses, etc.;
Company trips & other team-building activities;
Passionate, talented, young, and driven colleagues;
Unlimited potential for your career growth because we are small and fast-growing;
Free snacks, tea, and coffee for a tea break regularly.