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Customer Service Project Team Leader/ Trưởng nhóm Chăm Sóc Khách Hàng

Zuellig Pharma Viet Nam
Updated: 21/05/2020

Employment Information


  • Laptop
  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Công tác phí
  • Nghỉ phép năm

Job requirement

+ Managing the Order Processing Team with the following main tasks:

  • Regular review of service satisfaction level of customers in terms of phone call handling, order acceptance skill, service skill, productivity… and find ways of improvements and needed training
  • Coordinating with all relevant departments and principals to verify irregular orders
  • Maintain for CS staffs for processing sales orders received from any order sources into the system
  • Maintain for CS staffs for ensuring all necessary checks for all sales orders are performed before the encoding
  • To be responsible for pending orders and make sure these orders processed at the earliest convenience time
  • Monitor the process of insurance urgent order by follow up with CS staff: Processing urgent orders into SAP, Communicating with relevant Department to supply all necessary information of urgent order
  • Co-ordinate with Supplier, IT to solve all problem of call center
  • Assure that CS staff answer customer in well manner a proper customer care
  • Divide call center load, arrange staff on duty to handle customer call accordingly (for peak time, lunch time...) to make sure highest service rate on call center

+ Managing ISO of Customer Service Section

  • Follow up the actual practice to make sure all activities of CS team work following SOP in ISO

+ Monitoring the Excellent Service

  • To guide CS staff in solving the customer inquiries and complaint related to service
  • Assigning function to CS staffs so that it can handled efficiently
  • Solving special cases which need to have the process quick fix and cannot be handled by CS staff
  • Reporting to Customer Service Supervisor all problems which are critical to the company’s business
  • Preparing report and submitting to Customer Service Supervisor before deadline
  • Handling tasks assigned by Customer Service Supervisor
  • Attending training provided by company which are necessary for the job
  • Adhering to the company policy

Job requirement

- Working location : KCN TAN TAO, BINH TAN, HCM

- Graduated from College upon, degree in pharmaceutical is preferred

- 2-3 years working for Customer Service/Contact Center

- Manage at least 10 employees/ team

- Knowledge of the system processes: SAP system, Call Center system (Dynamic Microsoft, Contact Center), CRM system

- Good MS Office & English skill

- Must have "Can do" attitude

- Leadership & problem solving skills

- Data reading, analysis, and reporting skills

- Job prioritization and time management skills

- Organize, tidiness, punctuality, carefulness, attention to details

- Team work mentality

More Information

  • Qualification: Cao đẳng
  • Age: Unlimited
  • Job type: Permanent

Company Overview

Zuellig Pharma Viet Nam Number of employees: 1200

Zuellig Pharma started almost a hundred years ago and has grown to become a US$ 13 billion business covering 13 markets with 13,000 employees. We serve over... View more

Customer Service Project Team Leader/ Trưởng nhóm Chăm Sóc Khách Hàng

Zuellig Pharma Viet Nam