Quản Trị Dịch Vụ Khách Hàng (Customer Service Admin)

1. Speedy and effective handling of customer complaints
Ensure information correctness and sufficiency taken from site and customer samples before sending to QA Team for product verification and investigation.
Follow up the progress of handling complaints to ensure all complaints closing as committed service, meet KPIs and customer satisfaction
Highlight new issues, increasing trend of complaints and critical cases to functional functions and Manager for prompt action/ solution
Send QA Team all requested information, data, photos for deeper investigation to critical cases
2. Monitor product return and delivery of compensation/ good will
Ensure correctness of Product Request (PR) in term of products, color, pack size and quantity before sending for approval
Closely co-operate and monitor with OTC & Log Team to ensure all compensation/ goodwill meet OTIF KPIs
Strictly filing all PRs for audit purpose
Process owner of PR
Proactively change process/ procedure of PR to meet business needs
3. Service of Certificate of Product (COP) and Certificate of Analysis (COA)
Process owner and proactively change process/ procedure of COP/ COA to meet market demand
COP/ COA benchmarking every 3 months
Provide projects and retailers with COP/ COA as committed service
Handle all complaints/ inquiries of sales team/ customers relating to COP/ COA service
Closely work with QA Team/ Log Team and Toller to ensure availability and correctness of product database
4. Other supports to Brand Protection & Customer Service Team
Tool kits for jobsite
Promotion gifts for brand protection activities
Payment to suppliers/ transporters
Motorbike audit quarterly
Ensure printing jobs meet required schedule
Working at AkzoNobel Paints Vietnam - Vincom district 1, HCMC