{ URGENT } Customer Service & Service Marketing

HA NOI
1. Care-line function: manage all incoming & out going call; Response to customers's general inquiries on Nissan product, service, promotional events/campaigns, Nissan authorized dealerships and other general information; Manage customer complaints and coordinate all relevant parties to resolve concerns according to customer expectation; Work closely with Sales, After-sales & Marketing dept., in NVL as well as Nissan Dealers across Vietnam; Handle & follow up all opened cased closely until completely solved; Develop and maintain good relationship & clear communication with customers; Prepare daily, weekly, and monthly status reports; Any other ad-hoc assignment as and when required.
2. Supporting function (for After-sales & CS Dept.,): Manage Customer Satisfaction monthly report (collect survey data from system/dealers, check reports by agency and follow up/check feedback from Dealers); Manage gifts/vouchers to survey customer complaint handling; Document preparation support (upon request); Support other CS team members on CS related works.
HO CHI MINH
1. Service Marketing activities: Analyze customer database/preferences and competitors practices to develop and implement service events/campaigns based on own creative service marketing initiatives; Work closely with After-sales, Spare parts & Sales Marketing dept., in NVL as well as Nissan Dealers to deploy service events/campaigns; Support Dealers to deploy service events/campaigns effectively by developing comprehensive campaign tools and templates; Work with partners to deal for sponsorship/ support; on-site check and support dealers during event/campaign period; Control expenses within approved budget; Make post-mortem reports and analysis upon campaign completion; Any other ad-hoc assignment as and when required.
2. Customer Service improvement activities: Manage Customer Satisfaction monthly report (check reports by agency and follow up/check feedback from dealers); Prepare monthly CS reports for management and NMAP; Analyze CS results for improvement plan; Support Dealer's CS improvement activities with CS-PDCA and bottom-dealer support activities; Audit dealers on regular basis with CS-DOS standards; Train CR staff at dealers for daily job operations and advanced CRM skills; Support other CS team members on CS related works.

-Minimum Diploma and above in Business Administrative, Marketing, Mass Communication/ Any related field.
- Experience in Marketing, Tele-marketing or Customer Service line is preferable. Fresh graduate & those without qualification but with call center or from services/sales industry are encouraged to apply (Training will be provided).
- Strong command of spoken and written English & Vietnamese.
- Customer oriented, strategic thinking, creativeness, analytical & problem solving, reporting skill, presentation skill, customer database management.
- Understanding of service business and dealer after sales operations
- Good inter-personal skills, enthusiasm, confidence and courtious
- Ability of multitask, cross-function, teamwork and yet able to work independently
- Ability to work under pressure
- Ability to work during weekends.
- Should be web savvy and have strong PC basic operating skills.

- 13th Payment
- Healthcare & PA
- Professional, dynamic working environment

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