Job Description
1. Complaint Handling (20%)
Be the First Touchpoint | Frontline Reception:
- Receive and record feedback/complaints from customers (consumers, distributors/partners, internal staff).
- Input data into the customer service management system: ensuring information is fully, accurately, and promptly updated on the system.
- Ensure information is fully and accurately updated on the system.
2. Internal Coordination & problem solving (30%)
Drive Cross-functional Actions | Coordinate across departments:
- Share information & work with all relevant departments/divisions in the company (Sales, Marketing, R&D, Production, Supply Chain...) to handle complaint issues.
- Monitor processing progress and ensure compliance.
- Report progress to line manager step by step.
Solve Problems, Not Just Respond | Solve Problems at the Root:
- Understand the process and analyze the root cause
- Propose and monitor solutions
- Respond to customers professionally and consistently.
3. Data management & reporting (20%)
Turn Data into Insights | Transforming Data into Value:
- Compile and analyze data from the complaint and handling process.
- Prepare periodic reports (daily, weekly, monthly, yearly).
- Provide feedback and propose solutions and improvements to relevant departments/divisions (operational processes, products).
4. Customer care: improving the Customer experience (10%)
Enhance Customer Experience:
- Conduct post-service customer satisfaction surveys (ongoing and periodic)
- Evaluate customer service quality and propose improvements (if any).
5. Enhance Customer Service management system (20%)
Enhance Customer Service management system
- Develop internal training materials to improve the quality of customer service center operations.
- Participate in building and improving customer service processes through contributing initiatives to enhance service quality.
