Customer Service ( chinese ) - ho chi minh

• Understand deeply the account operation on Alibabacom
• Consulting and training customers on how to operate accounts via zalo, email, phone... to ensure customers operate accounts in the best way
• Interface with other departments for the best possible co-operation and utilization of resources, e.g Operations Leader, Export Leader for efficient supply of services and upgrading procedures,
• Receive the latest information and events from Alibaba to inform customers.
• Work as a translator for managers when required.
• When customers have problems, in charge of contacting Alibaba to help solve them.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the efficient and professional daily operation of the Service Team, both in terms of staff performance and operational systems
• Build short-term and long-term plans for Service Representative based on company sales target, including staff resources, staff training, functioning procedure improvement,...
• Ensure well-functioned administrative procedures in the Department, including correct and timely reporting
• Analyze advertisement campaign's performance data to help customers
• Lead the development of customer excellence projects, programs, and processes intended to help the organization understand, analyze, and create a positive customer experience along with every touchpoint
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback
•Identify innovation opportunities in customer experience, develop and prioritize initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty
• Develop measurement tools, as well as change and communications programs, to continuously improve the adoption of best practices throughout the organization
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience