ECRM

Job Purpose or Summary

UrBox is Vietnam’s leading digital gifting & loyalty platform that enables businesses to integrate their reward & loyalty programs with an ever-growing network of more than 350 brands & 20,000 accepted online and offline stores in Vietnam. UrBox has the widest network of clients in loyalty in Vietnam and provides loyalty & reward solutions to many big organizations in the aviation, banking, FMCG, Insurance, Real Estate industries and more.

Main Responsibilities

1. Receive incoming calls/make outgoing calls to receive and coordinate the processing of booking and reservation requests of VIP customers according to the committed time.
2. Proactively and flexibly coordinate with relevant departments to handle complaints/complaints of VIP customers.
3. Conduct periodic care programs to survey the satisfaction of VIP customers and partners about UrBox's products and services or arising promotions.
4. Participate in the development of call scenarios and operating procedures during the working process.
5. Periodic or irregular reports at the request of the Head of Department or the Board of Directors in the company.
6. Support other tasks as coordinated by the Head of Department

Requirements

Education: A bachelor's degree in hospitality management, tourism, or a related field is required.

Professional major:

1. High Customer service standard
2. Practical knowledge of implementing both inbound and outbound customer services/ call centers.
3. Proficiency in Microsoft Office and customer service software.

2nd language ability: Good written and verbal communication skills, both in English and Vietnamese

Related experiences: Minimum of 2 years of proven experience in a customer service position, preferably with tourism, restaurant, hotel and aviation background

Essential Capabilities

1. Standard pronunciation and clear communication.
2. The ability to grasp psychology and handle situations flexibly and sensitively for VIP Customers.
3. High sense of responsibility, withstand heavy work pressure
4. Progressive spirit. Desire to work and stick with the company for a long time.