Customer Care Manager

Mức lương: Thỏa thuận

Chức vụ:

Kinh nghiệm: Không yêu cầu

Hình thức làm việc: Toàn thời gian cố định

Yêu cầu bằng cấp: Không yêu cầu

Yêu cầu giới tính: Không yêu cầu

Địa điểm:Hồ Chí Minh

Mô tả công việc :

Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce. Organize programs for customer care staff to update their job knowledge and enhance their skills
Assign and designate job territories / customer group (i.e. key accounts) to customer care staff according to their skills, performance and history
Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base
Communicate and interact with customers to identify their need/expectations and make appropriate adjustments to meet those needs
Follow up customers to ensure they receive optimal value from purchased products
Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints, recommend solutions to address unsatisfied customers
Provide customers with updates and periodic statements on product developments and changes in trends
Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
Conduct surveys to determine the opinion of customers regarding the received products/services
Maintain accurate records of all customer care operations. Analyze customer care data and statistics to obtain and report results that are useful in taking key business decisions
Oversee the processing and issuance of refunds to customers
Maintain proper record of all customer care operation and activities for reference purposes
Work around available budget to achieve set objectives and targets
Conduct research and participate in educational workshops to stay up-to-date with developments in the customer care industry and expand job knowledge
Expedite and coordinate flow of activities within or between internal departments to ensure customers are satisfied, propose solutions in conformity to company rules and regulation
Proactively foresee possible delays or complications and plan strategies to avoid or minimize them
Develop and recommend to the Commercial Operations Manager new systems, procedures or working practices to improve customer service process efficiency
Conduct business in full compliance with Roche Code of Conduct, Roche Behavior in Business, Roche guidelines on Safety, Health & Environment (SHE) and Behavior in Competition.

Yêu cầu công việc :

Bachelors degree in Marketing, Business Administration or related field from a recognized university / tertiary institution.
At least 8 years of experience in customer care / customer service, with at least 3 years in a people leader role. Experience with a Healthcare Multinational Company is an advantage.
Fluency in both English and Vietnamese (conversational & writing)
Customer Service Skills: Adept at courteously relating with clients to ensure their needs and expectations are met
Communication Skills: Able to interact with customers using appropriate language to identify their requirements and provide solutions or assistance
Problem-solving Skills: Skilled in analyzing customer complaints or issues to come up with recommendations useful in resolving customer problems
Ability to read, analyze and interpret different sets of data
Ability to effectively present information to top management
Ability to craft messages to provide information and influence several level of stakeholders to adopt value proposition in a business case
Ability to understand data input sources for reports and dashboards
Ability to plan, elicit, organize, evaluate, communicate and monitor assigned project
Ability to represent the Company with professionalism and confidence
Roche is an equal opportunity employer.

Quyền lợi được hưởng :

- attractive incentive and benefits
- Private Health insurance
- Training & development opportunities

Tham khảo bài nguyên mẫu tại đây: Customer Care Manager