Mô tả công việc
Job Description
Analyst-Voice
Hanoi, Hà Nội, thủ đô
Job Summary
Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness.
Key Responsibilities
- Handle relatively complex customer inquiries and escalations across voice and non‑voice channels.
- Provide accurate product and order support.
- Ensure adherence to process and quality requirements.
- Document interactions and resolutions.
- Support new team members with process guidance.
- Identify service gaps and recommend improvements.
Skill Requirements
- Advanced customer‑handling and communication skills.
- Active listening and empathy.
- Strong process comprehension.
- Problem‑solving and de‑escalation skills.
- Accurate case documentation.
- Ability to manage multiple priorities.
- Working knowledge of quality and escalation procedures.
Other Requirements
- Language is Vietnamese.
Information at a Glance
Yêu cầu kinh nghiệm
Advanced customer-handling and communication skills, active listening, empathy, process comprehension, problem-solving, de-escalation, accurate documentation, ability to manage multiple priorities, working knowledge of quality and escalation procedures, Vietnamese language.