IHG (VIETNAM), LLC 3.7 ★

WHAT YOU WILL GET:
We are seeking a dedicated Customer Service Executive to handle and streamline customer service across various channels for our chocolate brand and Consulate. This role requires excellent communication skills, attention to detail, and a proactive approach to managing inquiries, feedback, and order confirmations on a range of platforms including social media, direct messaging apps, email, food delivery apps, and our website...
JOB DESCRIPTION:
CUSTOMER SUPPORT AND ENGAGEMENT:
 Respond promptly and professionally to customer inquiries via Zalo, Tiktok, Meta (Facebook and Instagram), and email.
 Manage chat channels on the company website, providing accurate information and assisting with customer concerns.
 Monitor and respond to customer feedback and reviews on food delivery apps and Google, ensuring all issues are handled appropriately.
 Address product inquiries, resolve customer issues, and provide guidance on chocolate and related products with warmth and accuracy.
ORDER MANAGEMENT:
 Confirm online orders received through the website and ensure timely communication with other departments.
 Collaborate with store to track order statuses and provide customers with updates or resolutions regarding their purchases.
CHANNEL-SPECIFIC DUTIES:
 Zalo: Handle customer inquiries, post announcements, and respond to messages promptly to keep engagement high and information clear. Post announcements, promotions, and other brand messages on Zalo to keep customers informed about products, events, or company news based on MKT hand-over information.
 Tiktok & Meta: Manage direct messages, maintaining an enthusiastic and brand-aligned tone.
 Food Apps: Monitor and respond to customer feedback on food delivery apps, addressing any service-related issues quickly.
 Google Reviews: Track and respond to customer reviews, ensuring each review is acknowledged to maintain a positive brand presence.
FEEDBACK ANALYSIS AND REPORTING:
 Record and analyze customer feedback, complaints, and common questions to help identify improvement areas.
 Prepare regular reports for the management team summarizing customer service performance, customer pain points, and opportunities for product or service improvements.
CONTINUOUS IMPROVEMENT:
 Proactively suggest new processes to enhance customer satisfaction and streamline responses across channels.
 Stay up-to-date with platform-specific trends and best practices to maintain an engaging and responsive customer service presence.
CONSULAR ADMINSTRATION OF BELGIUM CONSULATE:
 Carry out a wide variety of Consulate office administrative tasks;
 Support for granting/ renewing/ reissuing of Temporary Passport;
 Answer requests from citizens and give them information by e-mail, telephone, face- to-face;
 Follow up the population and issues of Belgian residents in Vietnam to support them in needed: certificate of life, affidavit, disease, death (visit), missing, arrested, kidnapped...;
 Notary service such as authentication, confirmation, need to be sign by the Honorary Consulate;
 Process consular documents and liaising with the relevant authorities in Belgium and Vietnam;
 Assist in post preparation and response to events;
 Welcome delegations from Ambassador Belgian officials, other delegations to work in HCM City with Consul and organize related events;
 Others task: as Consular Assistant's request.