JOB SUMMARY
Customer Service is a key point of contact for customers, responsible for ensuring their satisfaction and building lasting relationships with the company. This role involves addressing inquiries, resolving complaints, and providing information about products and services through various channels
MAIN ROLES & RESPONSIBILITIES
1. Customer Interaction:
- Receive and process customer inquiries, requests, and complaints via Facebook, Email, Zalo, Hotline, Instagram, TikTok, etc.
- Resolve customer complaints and issues efficiently and professionally, offering appropriate solutions and alternatives.
- Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome.
2. Communication and Coordination:
- Maintain and effective communication with customers.
- Liaise with other departments within the company, to resolve customer issues and fulfill requests.
3. Data Management and Reporting:
- Summarize customer interactions and details of inquiries, complaints, and resolutions in the customer service database accurately and completely.
- Gather customer feedback and insights to identify areas for improvement in products, services, and customer service processes.
4. Continuous Improvement:
- Stay up-to-date on merchandise, company policies, and industry trends to enhance customer service.
- Identify process inefficiencies and propose solutions to improve customer service quality and efficiency.
5. Others
- Perform other tasks as assigned by Line Manager
REQUIREMENTS
Education and Knowledge
- A bachelor's degree in a related field is required
- Retail and customer service experience preferred.
Experience
- 3 years of experience as a Customer Service or similar role
- Technical skills related to the use of the product or service
- Collaboration Skills
- Time management
- Communication Skills
- Problem-Solving Skills
Other characteristics
- Willingness to learn and adapt to new tasks.