Customer Service Operation Executive/ Chuyên Viên Chăm Sóc Khách Hàng

Order Handling and Delivery:

• Efficiently receive and process customer orders through CRM.

• Carefully review incoming orders for accuracy, completeness, and feasibility.

• Provide timely and accurate order confirmations and updates to customers.

• Maintain clear communication with customers regarding order status and any potential delays.

• Effectively coordinate with the kitchen team and other relevant departments (e.g., delivery, packaging) to ensure timely order fulfillment. Communicate any special requests or instructions from customers to the appropriate teams.

• Monitor order progress and proactively address any potential bottlenecks or issues

Customer Interaction:

• Respond promptly and professionally to customer inquiries via phone, email and chat.

• Address customer inquiries and concerns related to their orders (e.g., order tracking, delivery issues, changes).

• Resolve order-related complaints and escalations promptly and professionally.

• Provide accurate and comprehensive information about products, services, and policies.

• Proactively identify and address customer needs and concerns.

• Maintain a positive and helpful attitude when interacting with customers regarding their orders.

Issue Resolution:

• Investigate and resolve customer complaints and issues efficiently and effectively.

• Escalate complex issues to the appropriate team members.

• Follow up with customers to ensure their issues are resolved to their satisfaction.

• Document all customer interactions and resolutions in the CRM system.

Operational Excellence:

• Adhere to established customer service procedures and guidelines.

• Contribute to the development and improvement of customer service processes.

• Identify trends in customer inquiries and feedback and suggest solutions.

• Monitor key performance indicators (KPIs) and strive to achieve service level targets.

Collaboration and Communication:

• Collaborate effectively with other departments, such as sales, marketing, and product development.

• Communicate customer feedback and insights to relevant teams timely manner.

• Participate in team meetings and training sessions.

Other Duties:

• Perform other duties as assigned by the supervisor.

• Make reports as required.

• Bachelor's degree in any field preferred.

• Have proven 2 years of experience in customer service or a related field. Entry-level candidates with strong communication and interpersonal skills are also encouraged to apply.

• Strong problem-solving and analytical skills.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Customer-centric mindset and a passion for delivering exceptional service bility to multitask and prioritize effectively in a fast-paced environment.

• Excellent written and verbal communication skills in English and Vietnamese.

• Proficiency in using CRM software and Microsoft Office Suite.

• Open to working flexible hours, including shifts: Mainly work the afternoon shift.

• Be good at time management.

• Ability to work independently and as part of a team.

• Quick in solving problems.

• Honest, pay attention to detail, careful and responsible.

• Exhibits positive attitudes.