Contact Information Center (CIC) Officer - 3Rd Party contract Urgent job

Contact Information Center (CIC) Officer - 3Rd Party contractUrgent job

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What We Can Offer

13th salary, annual performance bonus
Online and offline training
Transportation allowance

Job Description

1. Support Content Management (Cav, Mobile Product)
• Validate support content when received email from Global Service
• Checking and update published content when receiving feedback from Call Center
• Cooperate with Call Center, Logistic to create local contents: local frequently asked questions, product manual
• Monitor and escalate issues to Customer Service Support, Marketing team
• Monthly report

2. SMS system control and support
• Ensure maintain and control all services on SMS system always working 24/7
• Cooperate with related Depts and vendor, Tel co to solve issues: web services, connectivity
• Develop system and Improve security to adapt IS requirements
• Collect requirement information from Marketing team, Depts and work with vendor to set up related SMS projects
• Monitoring, escalate and report for any issue

3. Support Website Management (Cav, Mobile Product) Web System: Nexim, Postman, Efm
• Manage and control online service on support website: Contac Us, HS booking, Check warranty
• Manage functions, online service on website
• Checking/fixing image, link, navigation
• Monitor and escalate issues to Customer Service Support, Marketing team
• Cooperate with Call Center, SN team and IS to develop web tool
• Doing monthly reports

4. SBS app (system: Postman)
• Review contents and check with Call Center to post hot new, hot topic to app
• Planning and coordinate with other depts to run more promotion to increase SBS users
• Collect promotions from Marketing team, sale team to post notifications
• Monitor and escalate issues to Customer Service Support, Marketing team
• Chatbot (system: Digibot)
• Ensure Chatbot working fine on website, base on flows, scenarios
• Work with Customer Service Support to develop new intents, flow for DI
• Work with Call Center to update contents, local frequently asked questions base on customer issues
• Analysis data, customer feedback to improve flow, scenarios, content
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Job Requirements

• Bachelor's degree in IT or relevant
• English communication in business level
• At least 1 year experience in equivalent position
• Proficiency in IT, webmaster, network, system control, Microsoft Office
• Take initiative, creative
• Remains calm under pressure
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Job Locations

Bến Nghé, District 1, Ho Chi Minh City, Vietnam
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Sony Electronics Vietnam is 100% foreign capital, belong to SONY CORPORATION JAPAN, with business fields: consumer electronics products, professional equipment and digital products such as tivi, handycam cybershot, LCD projector and Software development … If you have the attributes of being assertive and motivated with the intention of having a career with us, we currently have vacancies for innovative and ambitious individuals to join our team and share in our growth.

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President Place - 93 Nguyen Du, Ben Nghe Ward, Dist 1
100-499 staffs
Ms. Phuong


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