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Assistant to Customer Service Manager

  • Ha Noi (Ba Dinh District)
  • Experienced (Non - Manager)
  • Permanent
  • 5 - 7 Years
  • Negotiable
  • Advertising / PR / Communications, Customer Service, Online Marketing, Real Estate, Sales / Business Development
  • Sales & Marketing
  • Unlimited

Job Benefit

  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review

Job Description

Provide support and assistance in:

  • Developing and enforcing service procedures, policies and standards
  • Periodically reviewing and improving customer service procedures, policies and standards, studying, evaluating, and re-designing processes
  • Maintaining an orderly workflow according to priorities
  • Coordinating and meeting with other departments to discuss and implement possible improvements to customer service
  • Communicating courteously with customers by telephone, email, letter and face to face
  • Providing help and advice to customers
  • Keeping accurate records of discussions or correspondence with customers
  • Maintaining contact with customers, creating engaged customers and facilitating growth in satisfaction
  • Investigating and solving customers' problems
  • Initiating corrective actions in service breakdowns, and taking ownership of customers’ issues and follow problems through to resolutions
  • Finding ways to measure customer satisfaction and improve services
  • Conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications
  • Keeping ahead of industry’s developments and apply best practices to areas of improvement
  • Identifying customer service trends and determining system improvements
  • Analyzing statistics or other data to determine the level of customer service your organization is providing
  • Keeping accurate records and document customer service actions and discussions

Job Requirement

  • Proven working experience as an senior customer service officer
  • Experience in providing customer service support
  • Knowledge of customer service methods and techniques
  • Proficiency in English
  • Ability to think strategically
  • Strong client-facing and communication skills
  • Troubleshooting and multi-tasking skills
  • Customer service orientation

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