Customer Service and Experience Executive/ Chuyên Viên Dịch Vụ và Trải Nghiệm Khách HàngTam Son International Joint Stock Company
Nơi làm việc: Hà Nội
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, Giao Dịch Khách Hàng, Dịch vụ
Thu nhập: Thỏa thuận
Hình thức: Toàn thời gian
Ngày đăng: 04/07/2024
Hạn nộp: 30/09/2024
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Mô tả công việc
POSITION PURPOSE (Please provide primary functions of this position)
Delivering exceptional customer service experiences in Vietnam's luxury and multi-channel retail market, measured by service quality, operational efficiency, and CSAT and NPS metrics, with the core goal of creating a seamless shopping experience for customers across all channels.
SCOPE OF WORK / RESPONSIBLITIES
• Client Engagement: Operate contact center platform, interact with clients in a courteous, professional, and engaging manner through various communication channels (phone, email, social media) within working hours. Ensure internal SLA (Service level agreements).
• Problem Resolution: Address client concerns and resolve issues promptly and effectively, ensuring a positive outcome that aligns with the company's policies and procedures.
• Feedback Collection: Proactively deploy Voice of client programs through different client touch points to understand their preferences, identify areas for improvement, and relay insights to relevant departments.
• Sales Support: Collaborate with frontline to enhance the overall client experience and support sales initiatives.
• Client Experience Management: Define targeted client personas and build up client journey mapping. Recommend and implement process improvements that streamline operations and elevate the client experience.
• Training: Conduct training for sales team and other key stakeholders.
• Measurement: Tracking client experience KPIs and metrics.
*BENEFIT:
- Phone allowance: 300,000 VND/month; transportation allowance: Grab
- Package 1 year: 12 months of salary (13th month salary is fixed + performance bonus based on business performance - 1 to 2 months of base salary)
- Performance review: 1 time/year
- Social insurance: 100% of salary, PTI health insurance for employee
- Annual leave: 12 days according to labor law + 1.5 days Christmas + 1 birthday day (with full salary)
- 30-50% discount: on group products
- Gifts: for holidays, birthdays, 1/6, Mid-Autumn Festival, gifts for children in cash
- Periodic health check-ups: for employees
Delivering exceptional customer service experiences in Vietnam's luxury and multi-channel retail market, measured by service quality, operational efficiency, and CSAT and NPS metrics, with the core goal of creating a seamless shopping experience for customers across all channels.
SCOPE OF WORK / RESPONSIBLITIES
• Client Engagement: Operate contact center platform, interact with clients in a courteous, professional, and engaging manner through various communication channels (phone, email, social media) within working hours. Ensure internal SLA (Service level agreements).
• Problem Resolution: Address client concerns and resolve issues promptly and effectively, ensuring a positive outcome that aligns with the company's policies and procedures.
• Feedback Collection: Proactively deploy Voice of client programs through different client touch points to understand their preferences, identify areas for improvement, and relay insights to relevant departments.
• Sales Support: Collaborate with frontline to enhance the overall client experience and support sales initiatives.
• Client Experience Management: Define targeted client personas and build up client journey mapping. Recommend and implement process improvements that streamline operations and elevate the client experience.
• Training: Conduct training for sales team and other key stakeholders.
• Measurement: Tracking client experience KPIs and metrics.
*BENEFIT:
- Phone allowance: 300,000 VND/month; transportation allowance: Grab
- Package 1 year: 12 months of salary (13th month salary is fixed + performance bonus based on business performance - 1 to 2 months of base salary)
- Performance review: 1 time/year
- Social insurance: 100% of salary, PTI health insurance for employee
- Annual leave: 12 days according to labor law + 1.5 days Christmas + 1 birthday day (with full salary)
- 30-50% discount: on group products
- Gifts: for holidays, birthdays, 1/6, Mid-Autumn Festival, gifts for children in cash
- Periodic health check-ups: for employees
Yêu cầu
• Cooperative attitude: Promote team spirit and solidarity and actively seek cooperation, both inside and extending beyond the team itself.
• Client orientation: Anticipates clients' wishes, goes the extra miles and is regarded as a constructive business partner.
• Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others.
• Proven experience in a client-facing role within the luxury retail industry, with a strong understanding of luxury client expectations and standards.
• Exceptional communication skills, both verbal and written, with the ability to engage effectively with high-net-worth individuals.
• Strong problem-solving abilities and a proactive approach to addressing client needs and concerns.
• A passion for luxury products and a keen interest in staying updated on industry trends and developments.
• Bachelor's degree in business administration, Marketing, Hospitality, or related field preferred.
• Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above).
• Proficient in Microsoft Office 365.
• Proficient in CRM software and other Client service tools is desirable.
• Client orientation: Anticipates clients' wishes, goes the extra miles and is regarded as a constructive business partner.
• Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others.
• Proven experience in a client-facing role within the luxury retail industry, with a strong understanding of luxury client expectations and standards.
• Exceptional communication skills, both verbal and written, with the ability to engage effectively with high-net-worth individuals.
• Strong problem-solving abilities and a proactive approach to addressing client needs and concerns.
• A passion for luxury products and a keen interest in staying updated on industry trends and developments.
• Bachelor's degree in business administration, Marketing, Hospitality, or related field preferred.
• Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above).
• Proficient in Microsoft Office 365.
• Proficient in CRM software and other Client service tools is desirable.
Quyền lợi
Thưởng
Competitive salary packages with fixed 13th-month salary and performance bonus.
Chăm sóc sức khoẻ
Premium health care insurance.
Competitive salary packages with fixed 13th-month salary and performance bonus.
Chăm sóc sức khoẻ
Premium health care insurance.
Thông tin khác
NGÀY ĐĂNG
26/08/2024
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Customer Service Mindset, Customer Experiences, Customer Handling, Feedback Management, Customer Satisfaction
LĨNH VỰC
Thời trang/Trang sức
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Không hiển thị
Xem thêm
26/08/2024
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Customer Service Mindset, Customer Experiences, Customer Handling, Feedback Management, Customer Satisfaction
LĨNH VỰC
Thời trang/Trang sức
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Không hiển thị
Xem thêm
Giới thiệu công ty
Tam Son International Joint Stock Company việc làm
No. 21, Alley 2, Le Van Huu Street, Hai Ba Trung Dist., Hanoi, Vietnam / 35 Nguyen Hue Street, Ben Nghe, Dist. 1, HCMC.
Quy mô: Từ 101 - 500 nhân viên
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Vị trí Customer Service and Experience Executive/ Chuyên Viên Dịch Vụ và Trải Nghiệm Khách Hàng do công ty Tam Son International Joint Stock Company tuyển dụng tại Hà Nội, Joboko tự động tổng hợp mức lương Thỏa thuận, tìm thêm việc làm về Customer Service and Experience Executive/ Chuyên Viên Dịch Vụ và Trải Nghiệm Khách Hàng hoặc công ty Tam Son International Joint Stock Company ở các link phía trên
Giới thiệu công ty
Tam Son International Joint Stock Company việc làm
No. 21, Alley 2, Le Van Huu Street, Hai Ba Trung Dist., Hanoi, Vietnam / 35 Nguyen Hue Street, Ben Nghe, Dist. 1, HCMC.
Quy mô: Từ 101 - 500 nhân viên