Contribute to a world-class Customer Service function within a fast-paced and highly-collaborative environment, driving improvements across company's major Customer Service-related metrics, namely NPS, time-to-serve, and an exceptional level of customer experience during every interaction.
This is a broad role, encompassing activities outside of typical Customer Service functions such as purchasing, and international order management from vendors across the world.
The Customer Service representative is responsible for delighting our customers at every touch point, and for enabling company to deliver on its aspiration to be a hassle-free supplier to do business with, and includes, but is not limited to the following day-to-day activities.
Contributing to a culture of customer service excellence at every interaction through effective handling of inbound customer enquiries (phone and email), including order management, credit and return requests, complaints and general enquiries.
Escalate customer enquiries as necessary to the relevant contacts to ensure customers are delighted with our escalation management approach.
Support the purchasing process for stock replenishment, sample replenishment and customer backorder fulfilment.
Contribute to improvements to current business processes and practices, ensuring a constantly-evolving approach to servicing customer requirements.
Responding to customers for sample requests and coordinating requests for quotes (RFQ's). Daily RFQ entry in internal quote system.
Use of CRM platform for opportunity management and customer case management.
KEY RESULT AREAS
Ensure customer service excellence by driving company's Net Promoter Score (NPS) performance.
Contribute to a world class Customer Service operation by delivering against key SLAs consistently, including Purchase Order processing, complaint responses, complaint resolution, and minimizing credit and return rates.
Continuously drive time-to-serve (number of days from receiving an order to shipping it to the customer) improvements through efficient management of customer enquiries.
Participate in an exceptionally safe working environment by proactively identifying, reporting and resolving hazards.
Contribute to an exceptional customer experience through consistent reductions to the credits and returns rate.
Qualifications:
Company's business systems (MSS, BPCS)
Microsoft Office software (D365, Outlook, Word, Excel)
Good in Vietnamese, Thai and English both spoken and written.
An obsession with delighting customers o Competent in problem solving, time management and decision making.
Highly motivated with exceptional communication skills.
Conflict resolution skills.
Strong computer skills across all applicable work related application.
Health and safety focusใ
Interested candidates please send your update resume, current and expected salary with contact details to:
