Summary of Executive - Customer Service (English and Vietnamese Language Support)

Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.

Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.

Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.

Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.

Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.

Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.

Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.

Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.

Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.