Customer Service Executive

WHAT YOU WILL GET:
We are seeking a dedicated Customer Service Executive to handle and streamline customer service across various channels for our chocolate brand and Consulate. This role requires excellent communication skills, attention to detail, and a proactive approach to managing inquiries, feedback, and order confirmations on a range of platforms including social media, direct messaging apps, email, food delivery apps, and our website...
JOB DESCRIPTION:
CUSTOMER SUPPORT AND ENGAGEMENT:
 Respond promptly and professionally to customer inquiries via Zalo, Tiktok, Meta (Facebook and Instagram), and email.
 Manage chat channels on the company website, providing accurate information and assisting with customer concerns.
 Address product inquiries, resolve customer issues, and provide guidance on chocolate and related products with warmth and accuracy.
 Monitor and respond to customer feedback and reviews on food delivery apps and Google, ensuring all issues are handled appropriately.
ORDER MANAGEMENT:
 Collaborate with store to track order statuses and provide customers with updates or resolutions regarding their purchases.
 Confirm online orders received through the website and ensure timely communication with other departments.
CHANNEL- SPECIFIC DUTIES:
 Zalo: Handle customer inquiries, post announcements, and respond to messages promptly to keep engagement high and information clear. Post announcements, promotions, and other brand messages on Zalo to keep customers informed about products, events, or company news based on MKT hand- over information.
 Tiktok & Meta: Manage direct messages, maintaining an enthusiastic and brand- aligned tone.
 Food Apps: Monitor and respond to customer feedback on food delivery apps, addressing any service- related issues quickly.
 Google Reviews: Track and respond to customer reviews, ensuring each review is acknowledged to maintain a positive brand presence.
FEEDBACK ANALYSIS AND REPORTING:
 Prepare regular reports for the management team summarizing customer service performance, customer pain points, and opportunities for product or service improvements.
 Record and analyze customer feedback, complaints, and common questions to help identify improvement areas.
CONTINUOUS IMPROVEMENT:
 Proactively suggest new processes to enhance customer satisfaction and streamline responses across channels.
 Stay up- to- date with platform- specific trends and best practices to maintain an engaging and responsive customer service presence.
CONSULAR ADMINSTRATION OF BELGIUM CONSULATE:
 Process consular documents and liaising with the relevant authorities in Belgium and Vietnam;
 Answer requests from citizens and give them information by e- mail, telephone, face- to- face;
 Others task: as Consular Assistant&039;s request.
 Welcome delegations from Ambassador Belgian officials, other delegations to work in HCM City with Consul and organize related events;
 Notary service such as authentication, confirmation, need to be sign by the Honorary Consulate;
 Support for granting/ renewing/ reissuing of Temporary Passport;
 Carry out a wide variety of Consulate office administrative tasks;
 Follow up the population and issues of Belgian residents in Vietnam to support them in needed: certificate of life, affidavit, disease, death (visit), missing, arrested, kidnapped...;
 Assist in post preparation and response to events;

 Able to work independently with little supervision;
 Skills: Excellent written and verbal communication in English and Vietnamese, multitasking, attention to detail, and strong organizational skills.
 Bachelor&039;s degree in Business Administration, Marketing or related fields;
 Soft Skills: Keen attention to detail and problem- solving with customer- centric attitude. Ability to handle complaints professionally and work well in a fast- paced environment. Passion for chocolate and food is a plus!;
 Technical Proficiency: Familiarity with Zalo, Tiktok, Meta platforms, Google Reviews, and website live chat systems.
 Highly motivated with a strong work ethic, willing to learn and grow.
 Continuous improvement and adaptation to a dynamic environment;
 Experience: Minimum 3 years of customer service experience that manages multiple digital channels;

Annual salary review
Salary: negotiation
Lunch allowance, parking allowance (depend on working location), birthday benefit.
5 days per week
Training opportunities
Yearly health check
Health insurance 24/7 after working 24 months continuously
SHUI in full, based on the gross salary
Yearly company trip (depend on business result)
12 days of annual leave + 01 leaving on the birthday

Cập nhật gần nhất lúc: 2024-12-25 10:40:03