Chuyên viên điều phối/Chăm sóc khách hàng

- Thực hiện công việc do LM phân công để làm tất cả các đơn đặt hàng đúng thời gian nhưng vẫn đáp ứng tiêu chuẩn chất lượng của Công ty và yêu cầu của 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.

- Mức lương : 11.000.000 – 13.000.000vnd + Phụ cấp ăn trưa + BH sức khỏe cho bản thân và gia đình

- Phép năm 12 ngày/năm

- Được làm việc trong môi trường quốc tế, đầu bếp Pháp

Qualifications : Bachelor's degree in any field preferred

Experience, Skills and Competencies

• 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

• Open to working flexible hours, including shifts

• 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