Ha Noi - Call Center Technical Support (Rsa)/ Hỗ Trợ Kỹ Thuật - Call CenterUrgent job

Job Purpose Summary
To achieve company's business objectives (Customer satisfaction & Profit) by providing excellent customer service through daily operations of Call Centre, handling inbound & outbound calls from/ to customers with general inquiries or complaints on MG products and services to ensure customer satisfaction.
* Key Responsibilities
1. Call center function (24/7 service):
• Response to customers' inquiries on MG products, services, promotional events/ campaigns, MG authorized dealerships, etc. and provide assistance as needed
• Provide technical support to customers over the phone or on-site as necessary
• Be a front-liner in providing Roadside Assistance services (breakdown towing, accident towing and minor roadside repairs) - receive calls, provide basic diagnosis, determine assistance required, create case, follow up until close
• Allocate jobs to service providers, tow contractors, and dealers as dictated by work scope
• Handle customer complaints and coordinate all relevant parties to resolve concerns according to customer expectation, follow up until close
• Maintain up to date knowledge of all products and services to ensure a superior service and sales delivery.
2. Others:
• Service providers/ Towing contractors management - create, maintain, increase & strengthen coverage of fleet
• Handle contracts/ payment with providers/ contractors/ dealers
• Any other ad-hoc assignment as and when required