CIC Supporter (Contact Information Center)

CUSTOMER COMPLAINT FOLLOWING UP : EXCHANGE / BUYBACK NEGOTIATION
• Performing day to day operational activities in customer service and contact with customer for negotiation.
• Answer inquiries and questions, handle complaints, troubleshoot problems
• Receive and respond all escalated cases from ASC/CC then follow up to satisfy customer in TAT
• Escalate special case to higher level to get special solution for customer.
• Make survey calls on the Discount Scheme process
• Provide Report monthly and comment to improve process and operation
• Sending gift and thanks letter to customer complaint and collect their feedback to report to higher level

E-WARRANTY SUPPORT FOR DEALER:
• Handle all escalated cases related E-warranty from Sales/Dealer, follow process for solving and escalate to higher level to get final solution (if cannot solve)
• Communicate with related Depts (Technical/ Marketing teams, Sales, Logistic, …) to get more support, info and solution
• Escalate special case to higher level to get special solution for Dealer/ASC
• Provide Report monthly and comment to improve process and operation

OTHER JOBS:
• Window for Handling incoming calls from customer to SEV HQ office for complaint about Sony product and service and escalate to higher level for solving.
• To be responsible for handling loyal customer program and report to help higher level improve quality in future
• Transalte and validate support content such as I/M, FAQ, Announcement, training material
• Support Admin jobs for higher level in ASC/Dealer training / workshop
• Support TV remote team when they absent
• Other jobs when necessary

- College Degree or higher
- Business Administration is preferable
- At least 2 year-experience in customer service or in relevant field
- Good communication and customer persuasion skills
- Hard working, patience
- Like electronics product and using electronics product
- Easy, inspirational, confident voice
- Positive thinking, ability to work independently, patient
- Ability to solve problems quickly and independently while working in a fast-paced environment
- Willing to work on weekend if needed
- Always bring positive attitude within colleagues and towards customers
- Discipline, honest, critical and high initiative

- 13th salary, annual performance bonus
- Premium health care for family member
- Team building/company trip in dosmetic/oversea

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