Online Channel Support Executive
Location: Hà Nội
Published date: 2018-04-28 01:59:58

What we can offer:
- Healthy Insurance
- 12 days annual leave

Job description:
Purpose
Service Management Executive is in charge of providing professional experience to all customers while communicating via digital/ modern channels, including email, facebook, zalo and viber. Help Head of Service & Experience to increase more supportive method/ channels is a necessary taske.

Authority
- Level: Junior Staff
- Direct Manager: Head of Service & Experience

Key Responsibilities
• Ensure High levels of Customer Centric attitude to ensure resolution to customer concerns
• Develop more digital channels to support customers quickly & effectively.
• Ensure that all customer enquiries are answered within defined threshold of 2 – 3 minutes.
• Handle customer complaints, requests and queries shared by digital channels.
• Maintain two way communication medium to ensure redressed provided is also shared with Channel
• Maintain and build lasting customer relationships by ensuring concerns attended are resolved
• Ensure relevant communications, records and data are updated and recorded
• Identify and escalate situations requiring urgent attention to appropriate department
• Prepare daily activity reports and share with managers.
Other works as assigned by Managers.

Objectives
- Provide professional services experience for customers via digital channels.

Job requirements:
Qualifications & Experience
- Bachelor Degree

Knowledge and Skills
- Good communication and computer skills (should excellent in excel)
- At least 2 years experience in Customer Service

Language
- English: intermediate level
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