Check complaint accuracy and content, correct information to process the complaint;
Gather data, investigate, analyze and evaluate other information alongside the complaint to identify possible solution proposals;
Coordinate with internal departments to handle handling complaints/ negative comments and effectively solve customers’ issues within service level agreement;
Quickly and thoroughly respond to customer complaints/ negative reviews with a focus on transforming any negative experience into a positive one by building trust and rapport, and offering timely and effective resolutions that satisfy customer expectations;
Work with dissatisfied customers to resolve any difficulties or complaints by proactively reaching out and offering customer-focused solutions and demonstrating an elevated level of attention, care, and follow through;
Ensure that the customer complaint complies with all relevant procedures and are closed appropriately;
Raise any escalated customer concerns to the next level of management if any;
Manage and record complaint files and databases for all customer complaints, according to established company procedures;
Support CI to review and respond negative comments from INPS and Google review channels;
Complete all required training courses to expand knowledge and performance level;
Support claim supervisor to improve complaint process if possible and maintain knowledge of all products, compliance rules, and operations;
Comply with the Company’s processes, procedures, regulations, and standards;
Implement other tasks at line manager assigned.
Yêu Cầu Công Việc
Bachelor’s degree in Pharmacy, Hospitality, Customer Services, or other relevant fields
Good at English (speaking and writing)
MS. Office (word, excel, power-point)
At least 2-3 years of working experience in the same position, preferably with experience in Retail, Stores chain
Effective listening and communication skills
Problem-solving skills
Analytical, deductive reasoning, and listening skills
Maintain in-depth knowledge of company processes and policies
Emotional stability sympathy and ability to handle pressure
Willing to work with flexible time to meet the work requirements
Pharmaceutical knowledge is a plus.
Shift-based working time, 1 day OFF per week.
Thông tin khác
Bằng cấp:
Cao đẳng
Độ tuổi:
Không giới hạn tuổi
Hình thức: Nhân viên chính thức
Lương:
Cạnh tranh
Giới thiệu về công ty
Công Ty CP Dược Phẩm Pharmacity
http://www.pharmacity.vn/Qui mô công ty: 5.000-9.999
Established in November 2011, Pharmacity is proud to be the top modern and convenient retail pharmacy chain in Vietnam. Our vision is "pharmacity is the...Chi tiết
Established in November 2011, Pharmacity is proud to be the top modern and convenient retail pharmacy chain in Vietnam. Our vision is "pharmacity is the most convenient pharmacy chain where customers fully entrust their health and wellness in Vietnam". With over 4600 dedicated and experienced Pharmacists across the country, Pharmacity serves customers faithfully with medicines from trusted sources, great care and giving a great customer experience. Pharmacity has opened more than 1000 pharmacies across nationwide. By 2025, to ensure the convenience for customers to reach out to Pharmacity, we will spread our footprint to 5000 stores and strengthen our leading position in the Vietnamese pharmacy market.
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