Contribute to a world-class Customer Service function within a fast-paced and highly-collaborative environment, driving improvements across our Client’s major Customer Service-related metrics, namely NPS, time-to-serve, and an exceptional level of customer experience during every interaction.

This is a broad role, encompassing activities outside of typical Customer Service functions such as purchasing, and international order management from vendors across the world.

The Customer Service representative is responsible for delighting our customers at every touch point, and for enabling our Client to deliver on its aspiration to be a hassle-free supplier to do business with, and includes, but is not limited to the day-to-day activities as following.

Job Requirements

  1. Open to Diploma/Bachelor’s Degree holders in any field.
  2. Relevant experience & knowledge in Importing, Incoterms & Customs Clearance for Vietnam market.
  3. Good proficiency in English & Vietnamese language.
  4. Strong computer skills across all applicable work related application.
  5. Competent in problem solving, time management and decision making.
  6. Highly motivated with exceptional communication skills.
  7. Conflict resolution skills. Health and safety focus.
  8. An obsession with delighting customers.

Job Description

  1. Contributing to a culture of customer service excellence at every interaction through effective handling of inbound customer enquiries (phone and email), including order management, credit and return requests, complaints and general enquiries;
  2. Escalate customer enquiries as necessary to the relevant contacts to ensure customers are delighted with our escalation management approach;
  3. Support the purchasing process for stock replenishment, sample replenishment and customer backorder fulfilment
  4. Contribute to improvements to current business processes and practices, ensuring a constantly-evolving approach to servicing customer requirements;
  5. Responding to customers for sample requests and coordinating requests for quotes (RFQ’s). Daily RFQ entry in internal quote system.
  6. Use of CRM platform for opportunity management and customer case management.
  7. Ensure customer service excellence by driving the company’s Net Promoter Score (NPS) performance.