Executive - Customer Care Resolution Owner

Executive - Customer Care Resolution Owner (Vietnamese Speaker) Responsibilities:- • Drive OBF and DOA cases to closure in the shortest time and with a fair solution for the customer. • Coordinate with cross-functional teams on fact findings and solutions to meet/exceed customer service expectations. • Resolution to customer or BP will be Replacement / Refund / Credit Note. • Handle machine return business under set procedures and guideline • Ensures good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively within KPI. • Core job process involves, checking stock to replacement customer, seeking approval, arranging logistics for collection and delivery, processing payment via bank transfer or credit note, and others. • Collects and Analyzes call activity data and initiates, develops, and recommends improvements for systems, processes, and procedures to increase productivity. • Guide new team members on the OBF and DOA process from end to end. • Constantly improving case solution methods. Finding a quicker way to reduce the TAT for the process. • Generate report - Upon request and assist with Tax Invoice details. • Assist with inbound calls. Manage customer calls and complaint • Work closely with SDM • Analyzes and measures the effectiveness of existing call handling processes and develops sustainable, repeatable, and quantifiable process improvements Qualifications & Requirements:- • Degree holder in any field. • Vietnamese speaker is a mandatory requirement - the ability to read, write, and speak. • Minimum 3 years in the Customer Support field. • Good knowledge of Microsoft Office - Excel, Word • The training will be conducted in English. • Experience within IT services and working with Internal departments and external vendor.