Mô tả công việc
What You’ll Do:
1. Customer Interaction:
• Process Orders: Manage and process customer orders, ensuring accuracy and efficiency. Your focus on order management will be key to customer retention and satisfaction.
• Engage with Customers: Provide prompt, friendly, and professional responses to customer inquiries via phone, email, and social media.
• Resolve Issues: Handle customer complaints and concerns with empathy and efficiency, ensuring a satisfactory resolution that reflects our commitment to quality and care.
• Product Knowledge: Maintain a deep understanding of our products, including their benefits, features, and value, to provide accurate and helpful information to customers.
2. Support and Follow-Up:
• After-Sales Support: Provide ongoing support for customers after their purchase, addressing any follow-up questions or issues they may have, and ensuring their continued satisfaction.
• Customer Retention: Keep in touch with customers regularly, fostering long-term relationships and encouraging repeat purchase.
• Customer Feedback: Collect and report customer feedback, working with the team to identify areas for improvement in products and services.
3. Collaborative Efforts:
• Team Coordination: Work closely with the marketing and sales teams to stay updated on promotions, product launches, and customer trends.
• Continuous Improvement: Participate in training sessions and team meetings to continuously improve your skills and stay informed about the latest customer service best practices.
• CRM Management: Accurately document customer interactions and resolutions in the customer relationship management (CRM) system, ensuring all team members have access to up-to-date customer information.
4. Leadership and Team Management:
• Team Leadership: As the Head of Customer Service, you will oversee and guide customer service representatives as our company grows, ensuring that the team maintains high standards of customer service.
• Training and Development: Hire, train, and mentor new customer service representatives, fostering a customer-first culture within the team.
Yêu cầu công việc
What We’re Looking For:
• Experience: Previous experience in customer service or a similar role, ideally within the FMCG or consumer goods industry.
• Empathy: A natural ability to connect with customers and understand their needs, ensuring they feel valued and heard.
• Communication Skills: Excellent verbal communication skills with the ability to convey information clearly and effectively.
• Problem-Solving: Strong problem-solving skills, with the ability to think on your feet and find solutions that benefit both the customer and the company.
• Patience and Resilience: The ability to remain calm and professional under pressure, handling even the most challenging situations with grace.
Preferred Qualifications:
• Product Knowledge: Familiarity with baby nutrition products or the FMCG sector is a plus.
• Tech-Savvy: Comfortable using CRM systems, social media platforms, and other digital tools to manage customer interactions.
• Multilingual: Ability to communicate in both languages, particularly Vietnamese and English, is highly desirable.
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Thưởng
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Tỷ lệ cạnh tranh
VietnamWorks tính toán tỷ lệ cạnh tranh của bạn dựa trên thông tin ứng tuyển của bạn và so sánh nó với các ứng viên khác cho công việc này sau khi bạn ứng tuyển.
Tỷ lệ cạnh tranh
VietnamWorks tính toán tỷ lệ cạnh tranh của bạn dựa trên thông tin ứng tuyển của bạn và so sánh nó với các ứng viên khác cho công việc này sau khi bạn ứng tuyển.
Thông tin việc làm
30/08/2024
Trưởng phòng
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
Communication skills, Customer service experience, Empathy, Patience
Hàng tiêu dùng
Tiếng Anh
1
Không giới hạn
Địa điểm làm việc
Lac Long Quan, Tay Ho, Hanoi
Nhận diện một số hình thức lừa đảo
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