[HCM] Tập Đoàn Điện Tử Sony Electronics Vietnam Tuyển Dụng Customer Retention Executive (9 Months And 3rd Party Contract) Full-Time 2024SONY

1/ E-warranty activities:
Keep tracking of E-warranty daily activities and provide support escalation from Call Center/ASC/related Depts.
Coordinate with Team Leader and QA to keep tracking of daily Call Center - CC activities to be aligned with current procedures and company's policies.
Escalate to higher levels/related Depts to get advice in special cases to ensure the operation smoothly.
Extend warranty period to support complaint handling (long repair time, ...)
Find out risk potentials, escalate proposals to limit risks. Work closely with IT team to fix errors. Enhance system related to EW.
Contribution to build/ revise the E-warranty processes, train CC agents for revised EW processes.
2/ Sales team support related to E-Warranty:
Extend Dealer stock period/ EW activation period following to each dealer scheme & adhoc cases with DM approved to ensure Dealers can sell out confidently, increase bonding between Sales team & Dealers.
Support Sales data & CI team in activation/ changing info to calculate Dealer/ sub-dealer incentive.
Cooperate with Sales team for new project related to E-Warranty
3/ My Sony Project/ Loyalty Program/ MKT campaign related to E-Warranty:
Cooperate with MKT team to build up scheme & process for each campaign.
Manage product master & warranty period to build up auto activation & working/registering with Insurance Co. for each campaign.
Activate & extend warranty time for campaigns requirements.
Work closely with MKT team to solve warranty issues.
Monthly check & support Service Operation Control team to ensure accurate financial posting.
4/ Service - Marketing Activities:
Cooperate with relating teams to prepare and issue guidelines/ processes/ licenses to service partners/ DOITs for service marketing activities.
Monitor & support related activities to ensure good results (organize trainings, visiting authorized service centers - ASCs, coaching ASCs to align with guideline...)
Daily follow up & flexibly support online orders successfully.
Work with IS team & vendors to ensure related system to be aligned with operation process & security standard.
5/ Customer Retention Administration:
Handle documents related to Extended Warranty
Handle other jobs when necessary.
Requirement
Bachelor's degree
1 year of working experience with website, apps, system, building up processes
At least one year at customer service field
English in business level
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