Nhân Viên Chăm Sóc Khách Hàng | Customer Services Staff

Job Purpose or Summary:

- Provide efficient and high quality services to customer to satisfy customer's needs and expectations within company's procedures/guidelines.
- Give comments/ ideas on daily works to process/ procedure improvement (if any).

Main Responsibilities:

1. Handle requests and complaints from Call Center and social media interaction;
2. Receive and respond all inbound inquiry by phone, email, Facebook, chat and others as needed;
3. Coordinate with relevant departments to verify and solve customer's complaints and requirement;
4. Check the availability of product in warehouse or store, approve the order on the system to deliver to client;
5. Follow up with SOS order to ensure it's done on the system conducted by pharmacist;
6. Support Marketing team in calling client when they are winner for lucky draw scheme;
7. Check and process ecommerce orders from customers;
8. Report to Supervisor and Manager for any abnormality;
9. Update client complaints on AX system to promptly report to Manager processing those cases;
10. Support stores and other departments in matters related to Customer Services;
11. Another assigned tasks from Customer Services Supervisor;
12. Comply with the Company's processes, procedures, regulations, and standards;
13. Do alignment about the individual KPIs with the direct line manager and ensure the target achievement;
14. Strive to reach the Company's Vision and live with our Core Values: Integrity - Be Cause In The Matter - Data Driven - Service Culture - Customer Experience.

Requirements:

Education: Degree of Associate or advanced
Professional major: Hospitality, Customer Services or other relevant fields
2nd language ability: Good at English
Computer usage ability: MS. Office (word, excel, power-point)
Related experiences: At least 01 year working experience at customer service or sales, preferably with experience in Retail, Stores chain

Essential Capabilities:

- Good at problems solving ability according to effective priority
- Good at effectively planning.
- High responsibilities and good personal skills and teamwork
- Willing to work under high pressures
- Willing to work with flexible time to meet the work requirements
- Pharmaceutical knowledge is a plus.

Additional Notes:

Shift-based working time, 1 day OFF per week.