Grand Mercure Danang Hotel

Responsibilities

• Serve as the primary point of contact for high-value and complex customer inquiries, ensuring timely and effective resolution of issues related to logistics and supply chain.
• Develop and maintain strong relationships with key stakeholders, understanding their business needs and providing tailored solutions to enhance customer satisfaction.
• Collaborate with internal teams, including operations, sales, and product, to align on customer needs and drive process improvements.
• Analyze customer data to identify trends, proactively address potential issues, and propose strategies to minimize customer disruptions.
• Conduct regular performance reviews with customers, providing feedback to internal teams, and implementing action plans to drive continuous improvement.
• Drive initiatives for service enhancement with Operations, Transportation, Commercial, and Tech
• Responsible for customer experience reporting and presentations to management
• In charge of projects related to 3PV customer experience.
• Carry out UAT for new system features

Qualifications

• Bachelor's degree in Business, Logistics, or a related field.
• Minimum of 3 years of experience in customer service, preferably in a logistics or supply chain environment. ·
• Adaptable and resilient, capable of managing a high volume of inquiries while maintaining a customer-centric approach.
• Strong Project Management skills.
• Good Verbal and Written communication skills in Local Language and English
• Able to handle multiple duties in a fast-paced environment.
• Flexible working schedule includes nights and weekends (in case of job needs).
• Strong computer skill (working knowledge of Microsoft Excel, Word, PowerPoint) is a must.
• Strong analytical skill
• Knowing SQL is a plus.