[HANOI OFFICE] CUSTOMER SERVICE & SATISFACTION (CSS) OFFICER

RESPONSIBILITIES

1. Handle Customer Voice
   – Handle Customer Voices via Face book, Website and update in CV Master file
   – Follow up Customer Voice (CV) report and update pending cases in Master file. Record,update the status of each case
   – Remind Stores to update pending cases if it is over 5 days
   – Communicate with related department to update pending cases
   – Feedback all queries which are sent from Stores site and support Operation site to chaise with related department
   – Raise and get the final from CS HQ Executive/Manager about the feedback to customer via Facebook, Website channel if it is over your abilities
   
   
2. Report & Handle Report
   – Receive the reports (Customer Voice, Refund, Price Error, Delivery, SOP from Stores, report CV from EC (if any) to consolidate and update in Master file
   – Basing on Customer Voice/complaince to check the situation and advice to improve
   – Basing on Reports , put in Analyse file
   – Send Refund Report to Stores
   – Receive CS and Cashier Reports to consolidate and update in file
   – Pre-Prepare CS report and support CS Executive
   
   
3. Control Activities
   Randomly check Daily checklist,the compliance policies/procedure at Stores relating to Customer Service and Cashier
   
   
4. Admin
   – Prepare Admin report to submit to Admin HQ department
   – Make SAP report
   – Be in charge of stationery…
   
   
5. Marketing Research (Service)
   – Plan Store Tour
   – Survey Competitors
   – Give proposal/inititive to improve high level services
   
   
6. Support/ Project:
   – Join/support the CS Projects are assigned by CS Executive/Manager
   – Support CS HQ Executive/Manager if needed

QUALIFICATION & JOB REQUIREMENTS

• University bachelor degree in Social Sciences, Business Administration, or Marketing
• Proven track record in Customer Service /other customer facing role with experience in servicing key customers
• Deep process know-how
• High energy and proactive working style
• Have a polite, tactful and friendly attitude
• Have good understanding of the needs of customers
• Fluent in English communication (verbal/written)

PREFERRED SKILLS

• Knowledge in Microsoft Word, Excel and Power Point
• Analytical and data input skills
• Communication and presentation skills
• Problem analysis and problem resolution skills
  
  

IF YOU ARE INTERESTED IN THIS POSITION, PLEASE DO NOT HESITATE TO SEND YOUR CV TO:

Ms. Duong – HR Department (Hanoi Office): duong.hoang@aeon.com.vn 

Tel: (024) 6277 8333 – Ext: 719