ABOUT ESOFT
Our customers are real estate agents and property- marketing companies in Europe, US, and Australia who rely on us for our fast service, our innovative solutions, and high and consistent quality.
Or our career website: https://esoftcareers.com/
The company was founded in 2000 in Denmark and our platform in Vietnam has been operating since 2007. We currently employ more than 800 people in our offices in Vietnam, Denmark, Sweden, and Norway.
To learn more about our company’s business and culture, please visit: https://esoft.com/int/
Esoft is one of the world’s leading real- estate tech companies specializing in property presentations, image processing, 3D visualization, and online marketing of properties worldwide.
At Esoft, we encourage all applicants from minorities, women, people with disabilities, and all other qualified applicants.
THE POSITION:
To provide customer care:
Follow up pro- actively with production to "warn" customers on the delivery status and delivery difficulties.
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.
Support Customer Service Manager and Customer Service Team Leader to develop and implement customer reward activities such as Tet, Christmas gifts.
To handle customer requests/ complaints and propose a solution
Monitor and follow up on the progress of resolving requests.
Raise a voice and/or alarm the CS Executive if there are any critical customer- related matters.
Filter and assign requests to the relevant team/person.
Propose solutions to customer requests/ complaints.
Ensure requests are handled properly and on- time
To manage customer database and customer relationships
Update and maintain the customer information records, contact list.
Develop and maintain customer relationships.
To support Production and other departments in customer- related matters
Contact and inform customers in any production matters that Production requires such as bad inputs, instruction clarification, wrong quantity, additional editing charge, etc.
Propose a solution for improvement of IT infrastructure and system for customer service activities.
Transfer finished materials to customers in case it cannot be transferred via systems
Implement seasonal customer- related production workflow.
Contact and inform customers of any billing matters that Accounting requires.
Support Production in checking any order related matters such as instruction, input.
Contact and inform customers in any system matters that System/IT requires such as system errors, system upgrade, system feature launch, etc.
Support Production in downloading, uploading, and order creation properly and on- time.
Greet new customers
Others related tasks as assigned
Support Customer Service Manager and Customer Service Supervisor in provide on- job training, coaching, mentoring to the team members.
Ensure customer service standards are aligned with the corporate standards/values
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 conducting customer satisfaction surveys, analysis issues, and propose action.
