KA Operations Maintenance Representative - Chinese (Ho Chi Minh)

Mô tả Công việc
Job Purpose / 岗位目的
Ensure high-quality, dedicated customer service support for assigned key accounts, particularly in large projects, e-commerce, and warehousing sectors. Act as a key communication bridge between clients and internal departments to solve issues and optimize service performance.
为指定的大客户,特别是大型项目、电商及仓储行业,提供高质量的专属客户服务支持。作为客户与公司 内部各部门之间的桥梁,及时解决问题并优化服务表现。
1. Account Management / 客户管理
Serve as the main point of contact for assigned key accounts / 作为指定大客户的主要联系人;作为指定大客户的主要联系人;
Understand clients' specific service processes and requirements / 熟悉客户的服务流程及个性化需求;
Handle inquiries, complaints, and requests in a timely and professional manner / 及时、专业地处理客户的咨询、投诉与服务请求。
2. Operation Follow-up / 运营跟进
Monitor delivery status, order processing, stock levels, etc / 跟踪配送状态、订单处理、库存水平等运营数据;
Coordinate with internal teams such as warehouse, operations, IT, and finance / 与仓库、运营、IT、财务等内部团队协调合作;
Detect and prevent operational risks in advance / 预判并防范潜在的运营风险。
3. Reporting & Analysis / 报表与分析
Prepare regular performance reports (e.g., SLA, delivery success rate, complaints) / 定期汇总服务表现报告(如SLA达成率、妥投率、投诉率);
Analyze root causes of issues and recommend solutions / 分析问题根源,提出优化建议。
4. SLACompliance / 服务水平管理
Ensure all services meet contractual SLA commitments / 确保所有服务符合合同约定的SLA标准;
Support continuous improvement of service quality and processes / 支持服务质量及流程的持续改进。
5. Customer Engagement / 客户关系维护
Attend regular service reviews and business meetings with clients / 参加定期客户会议与服务评估;
Support project launches and new service rollouts / 协助项目上线及新服务的推行。