Customer Service Representative (CSR)

Report to: Country Supply Chain Manager  

Work Location: District 7, HCMC. 

Mission: In charge of managing orders, monitoring execution, and treating customers’ requests to meet service commitment and improve customer satisfaction.

Main activities: 

• Captures, records and commits customer orders according to customer needs, agreement, and defined service level

• Proposes product alternatives in case of phase-out or shortage

• If relevant, optimizes, plans, and coordinates the delivery with customers and partners

• Handles customer orders portfolio and monitors the execution

• Liaise with the relevant partners to ensure on-time deliveries and service commitment

• Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer

• Informs and follows up with customers

• Captures customer’s requests & claims

• Analyses and provides issue resolution or appropriate answer

• Contacts, follow up, and closes the loop with the customer

• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences

• Shares recurring problems with the relevant internal partner(s) in order to find solutions

• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests, and portfolio management

• Applies standards and procedures (including internal control rules & embargo ….).

• Contributes to continuous improvement to enhance work methods and customer satisfaction

Qualification Requirements 

• Candidate must have Bachelor's Degree in Foreign Trade/ Business Administration-Accounting or related fields

• At least 02 years of professional experience in customer service or related services in MNC 

• Possess effective communication skills (written and verbal). Proficiency in English in written & speaking 

• Advanced skills in excel, access, SAP, Power BI

• Detail-oriented, precise and data-driven, and good at analysis skill

• Well-organized and initiatives 

• Customer focus and serviced – mind oriented 

• Good level of solving the problem 

• Teamwork & collaboration

PACKAGE:

• Monthly gross base salary (13 months) = 15-20M VND

• Other benefits are alignment with group policy.