Job Description
To apply for this job, you need to complete both steps below:
STEP 1:
Please click the link to submit your application directly to the company:
https://www.linkedin.com/jobs/view/4408845943/
Your application will only be received by Recruiter if submitted via above link.
STEP 2:
Kindly scroll to the bottom of this page and complete the short VinUni Tracking Form.
Filling out this form alone does not count as applying. Kindly remind this form is not part of the company’s application process. It only helps Careers, Alumni, Industry and Development (CAID) Department discover more opportunities and follow up in case of system issues.
At Orion, Customer Service is more than just “answering customers”. You will be: “The person connecting the customer experience with the entire business operations system”.
- Working in a dynamic, international FMCG environment
- Participating in handling real-world cases related to product quality and operations
- Opportunities for clear career development
- You're part of Business ethics culture that values Ownership – Integrity – Customer Centricity.
Jod Description (Quantity: 02)
- Complaint Handling (20%)
Be the First Touchpoint | Frontline Reception:
- Receive and record feedback/complaints from customers (consumers, distributors/partners, internal staff).
- Input data into the customer service management system: ensuring information is fully, accurately, and promptly updated on the system.
- Ensure information is fully and accurately updated on the system.
- Internal Coordination & problem solving (30%)
Drive Cross-functional Actions | Coordinate across departments:
- Share information & work with all relevant departments/divisions in the company (Sales, Marketing, R&D, Production, Supply Chain...) to handle complaint issues.
- Monitor processing progress and ensure compliance.
- Report progress to line manager step by step.
Solve Problems, Not Just Respond | Solve Problems at the Root:
- Understand the process and analyze the root cause
- Propose and monitor solutions
- Respond to customers professionally and consistently.
- Data management & reporting (20%)
Turn Data into Insights | Transforming Data into Value:
- Compile and analyze data from the complaint and handling process.
- Prepare periodic reports (daily, weekly, monthly, yearly).
- Provide feedback and propose solutions and improvements to relevant departments/divisions (operational processes, products).
- Customer care: improving the Customer experience (10%)
Enhance Customer Experience
- Conduct post-service customer satisfaction surveys (ongoing and periodic)
- Evaluate customer service quality and propose improvements (if any).
- Enhance Customer Service management system (20%)
Enhance Customer Service management system
- Develop internal training materials to improve the quality of customer service center operations.
- Participate in building and improving customer service processes through contributing initiatives to enhance service quality.
Yêu cầu công việc
- Graduated from university or higher in related majors: Food Science and Technology, QA/Food Safety, Economics, Business Administration, Sales & Marketing …
- At least 2 years of experience in Customer Service at FMCG companies in Vietnam.
- Core Competencies: Customer-centric mindset / Ownership & accountability / Integrity & compliance / Functional Skills / Receiving & solving complaint / Cross-functional coordination / Root cause analysis /
Data management & analysis report
- Soft Skills: Clear, flexible, and professional communication / Basic certificate: MS Office (word, excel, PPT)
- English: Ability to read and understand emails and documents, basic communication. Additional Korean language skills are a competitive advantage
- Good attitude and conduct / Integrity, discipline, perseverance, and persuasiveness / Hardworking, enthusiastic, and strong teamwork / Honest, positive, and proactive in working towards the company's common goals.
