"DO IT BETTER"
I had had six and a half years of experience in human resource before joining the Industrial and Manufacturing team at Navigos Search as a recruitment consultant. Therefore, I possess deep industry knowledge and a wide network of contacts with both employers and professional talents.
During two and a half years of experience at Navigos Search, I have been making more than 12 placements per year and was named among the monthly Top Five Billers. My clients include some of the world’s biggest industrialists and manufacturers, for whom I have successfully recruited executives of titles such as Human Resource Manager, Finance Manager and Plant Manager. I am a resourceful professional with a wealth of soft kills in addition to market intelligence. On top of that, I am also an experienced head-hunter. Thus I have become a trustworthy recruitment consultant for major clients who are looking for qualified senior staff members.
I brought to Navigos Search practical recruitment experience and strong negotiation skills, which are utilized to help both employers and job-seekers achieve their targets.
To develop and/or execute Customer Service initiatives and strategies to achieve business targets and revenue growth.
To drive the mind-set and attitude that Customer Service is a key differentiator of our business and find ways to measure customer satisfaction and improve services.
Lead and drive customer satisfaction to achieve best-in-class standards and establish CS as a competitive advantage for the organization.
Develop, implement and improve standard operating procedure (SOP) including Sales process and CS manual. Developing feedback or complaints procedures for customers to use.
1. Customer Service Management
Plan and implement short and long goals in customer services management to ensure excellent service to customers.
Provide direction for initiatives targeted towards improving service excellence and restoring confidence in service recovery incidents.
Ensure the Sale Forecast Accuracy by coordinating with Sales, Operation Team for stock supply.
Build relationship with customers and develop/support initiatives to improve services and add value to customers.
Assess customer services, delivery and quality issues by conducting customer surveys, customer opinion analysis and yearly customer satisfaction surveys.
Handle customer complaints and claims professionally and properly. Keeping accurate records of discussions or correspondence with customers.
Drive continuous improvement to provide ease of use for our customers and act on feedback on a timely basis.
Manage all KPIs targets through effective management of the Customer Service function.
Coordinate with Sales to launch marketing program successfully to customers.
Develop standard customer presentation and proposal template.
2. Finance & Projects
Plan the Annual Operational Plan on areas pertaining to the management of the Country CS function in tandem to business growth.
Prioritise and manage the allocation of appropriate resources and commitment of staff to the achievement of Country and Regional objectives.
3. People Management
Plan, organise and direct an efficient and effective team of Customer Service professionals.
Develop KPIs and monitor individual performance using data. To provide regular feedback via coaching / mentoring.
Motivating and retaining the best of customer service talents to enhance customer service experiences for our customers as well as to develop staff to the maximum potential.
To ensure it is a safe, fun and healthy environment to work in.
Develop sales performance and customers reports such as period volume reports, reports analysing statistics or other data to determine the level of customer service your organisation is providing, etc.
Provide regular updates to Country Management Team on customers' feedback, KPIs performance and areas of improvement, if any.
Work closely with cross-functional teams to resolve customers' issues and support business growth.
Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work system.
Other jobs will be assigned by Country Manager.
Will be given in interview
Will be given in interview
Degree in Customer Service/ Business Management / Logistics / Marketing & Communications
Excellent in both writing and speaking Vietnamese and English communication languages
Proficient Knowledge of Microsoft Office
Proven leadership skills in Customer Service experience, preferably in a supply chain environment
At least 3 years of management experience in a customer service environment preferred
Be able to negotiate tactfully with key stakeholders and key accounts while understanding the overall outcome that is required for the group
Outcomes Focus and understand Product & Service knowledge
Communication skills that is able to inform, help and advise customers clearly and to liaise effectively with other professionals
Listening skills, to understand exactly what customers require
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Motivational skills and an ability to supervise and lead a team of customer service assistants
Creative thinking, to be able to come up with new ideas to improve customer service standards
An ability to work well under pressure
Organisational and planning skills to develop customer service policies
Good personal presentation, especially when face-to-face with customers
A commitment to improve your customer service skills on an ongoing basis