[HANOI OFFICE] CUSTOMER SERVICE & SATISFACTION (CSS) OFFICER
RESPONSIBILITIES
- 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
- 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
- Control Activities
Randomly check Daily checklist,the compliance policies/procedure at Stores relating to Customer Service and Cashier
- Admin
– Prepare Admin report to submit to Admin HQ department
– Make SAP report
– Be in charge of stationery…
- Marketing Research (Service)
– Plan Store Tour
– Survey Competitors
– Give proposal/inititive to improve high level services
- 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
Job Overview
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