Consumer Relations Staff

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Job Description

  • Ensure functioning in line with global and regional best practices in order to deliver excellent service to consumers and provide actionable consumer feedback to internal stakeholders
  • Ensure implementing the global/regional strategic direction of Consumer Relations on local level
  • Ensuring the timely resolution of consumer concerns, ensuring an effective response including compensation& appropriate action is taken to maximize consumer satisfaction while minimizing company liability
  • Manages high risk/sensitive complaints (ie foreign matter, injury/illness, media/legal threats) and collaborates with internal stakeholders to establish root cause & provide findings/resolution to consumers and customers.
  • Responsible for creation and continuous maintenance of a knowledge database that includes standard responses to most frequently asked questions and complaints as well as product and company information.
  • Only where applicable, conducts personal visits to consumers to exchange affected product with compensation/ reimbursement and settle issue with consumer personally.
  • Responsible for sensitive complaint and tracking of the progress

Job Requirements:

  • Customer service orientation and detail-oriented
  • Strong communication skills (both in verbal and written Vietnamese/English)
  • Good problem-solving skill
  • Problem analysis and problem-solving
  • Follow company policies and department KPIs
  • Complete other tasks assigned by leader/manager on time at expected quality level
  • Participates and provides expertise as a member of the team
  • Take part in building a good culture for Team: helpful, honest, solitary
  • Ensure no gossip for customers and colleagues
  • Keep all proprietary information of company and provided accounts confidential
  • Participate required/advanced training; ensure that skills and knowledge are met expectation and job requirement
  • Friendliness, enthusiasm and competence
  • Proficient in Word, Excel, Outlook, Internet
  • Adaptability
  • Team player – able to work well under high pressure

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