[HANOI OFFICE] Customer Service & Satisfaction Officer (Nhân viên Dịch vụ khách hàng)

AEON VIETNAM - CHI NHÁNH LONG BIÊN (Số 27 đường Cổ Linh, Phường Long Biên, Quận Long Biên, Thành Phố Hà Nội)

Roles and 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 are sent from Stores site and support Ops.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

Random check Daily check list,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
– Stationeries…

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 and Job Requirements

University bachelor degree in Social Science, Business Administration, or Marketing
Proven track record in Customer Service/ other customer facing role with experience in servicing key customers
Have good understanding of the needs of customers
Fluent in English communication (verbal/written)
Knowledge in Microsoft Word, Excel and Power Point
Analytical and data input skills
Communication and presentation skills
Problem analysis and problem resolution skills
High energy and proactive working style
Have a polite, tactful and friendly attitude

Other information: