Customer Services Officer - HoChiMinhCity, Việt Nam - HEINEKEN

Mô tả

Key activities

Safety, Food Safety & Sustainability

Focus on safety

Support Business Continuity within Customer Service

Customer Orders, Inquiries and Questions

Handle and process customer orders, inquiries and questions, according to internal processes and work instructions

Customer Complaints

Receive and handle customer complaints, monitor and evaluate the resolution process, in consultation with relevant stakeholders

Tracking

Track and monitor customer orders, inquiries and complaints in the customer service systems, according to key indicators (e.g. service level, costs)

TPM & Continuous Improvement

Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement.

Administration

Administer and document customer orders, inquiries and complaints (e.g. enter data into standard company systems), in accordance with established procedures

Cross- & Up-Selling

Identify and exploit cross- and up selling opportunities with existing or new customers and/ or forward these to Sales Representatives or Account Managers

Coordination

Coordinate and supervises activities in assigned team, in line with commercial guidelines and procedures