Grand Mercure Danang Hotel

Mô tả Công việc

Assistant Customer Service Manager will be expected to perform the following tasks:

Support Customer Service Manager to leading customer service department in order to achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

• Plans and implements after-sales services to maintain operating performance of goods purchased and to modify and improve services rendered.
• Work closely with production, planning, sales and marketing departments to proactively provide customers with needed information and to identify and respond to customer expectations.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Well understanding staff’s job requirement for back up:
• · Receive new sample request making PO from customer.
• · Send the sample shipping list to Planning for shipment
• · Dealing with any correspondence relevant to customers regarding orders, shipping, stock and enquiries.
• · Inputting orders for customers and ensuring orders are released and shipped within specified timeframe.
• · Receiving customers’ complaints/ inquiries and working closely with related departments to put it right and obtain customers satisfaction.
• · Preparing and sending reports regarding customers’ orders, shipments, accounts, etc, to the customer and sales department.

Yêu Cầu Công Việc

·          Graduate level qualifications

·          Excellent communication skills both verbal and written English

·          Verbal & written Mandarin preferable (but not compulsory)

·          At least one year experience in working and interfacing with ERP system

·          Excellent computer skills; MS Office, Emails, ERP systems & databases

·          Customer Service experience not essential, but useful