To provide customer care:
Follow up pro- actively with production to "warn" customers on the delivery status and delivery difficulties.
Support Customer Service Manager and Customer Service Team Leader to develop and implement customer reward activities such as Tet, Christmas gifts.
Collect and provide holiday plans and volume forecasts for both Customers&039; public holidays and Vietnamese public holidays or special days that the company holds an event.
To handle customer requests/ complaints and propose a solution
Raise a voice and/or alarm the CS Executive if there are any critical customer- related matters.
Monitor and follow up on the progress of resolving requests.
Ensure requests are handled properly and on- time
Propose solutions to customer requests/ complaints.
Filter and assign requests to the relevant team/person.
To manage customer database and customer relationships
Develop and maintain customer relationships.
Update and maintain the customer information records, contact list.
To support Production and other departments in customer- related matters
Greet new customers
Support Production in checking any order related matters such as instruction, input.
Contact and inform customers in any production matters that Production requires such as bad inputs, instruction clarification, wrong quantity, additional editing charge, etc.
Implement seasonal customer- related production workflow.
Contact and inform customers of any billing matters that Accounting requires.
Support Production in downloading, uploading, and order creation properly and on- time.
Transfer finished materials to customers in case it cannot be transferred via systems
Contact and inform customers in any system matters that System/IT requires such as system errors, system upgrade, system feature launch, etc.
Propose a solution for improvement of IT infrastructure and system for customer service activities.
Others related tasks as assigned
Ensure customer service standards are aligned with the corporate standards/values
Support Customer Service Manager and Customer Service Supervisor in conducting customer satisfaction surveys, analysis issues, and propose action.
Identify areas for quality management optimization/improvements and promote improvement activities of department working processes, workflows.
Support Customer Service Manager and Customer Service Supervisor in provide on- job training, coaching, mentoring to the team members.
