CUSTOMER CARE OFFICER

Jobtest’s client specializes in health and wellness products. 
Working location: District 3, HCMC
Working time: Monday to Friday (8:30 - 17:30) and Saturday (8:30 - 12:00)

• Handle daily operations of the Contact Center by effectively communicating with Members through telephone and other channels for activities such as order processing, inquiry handling, and cross-country information.
• Provide a buddy system for new employees, sharing knowledge and guidance during their initial weeks or months.
• Participate in ad hoc projects, events, UAT (user acceptance testing), and provide suggestions/feedback.
• Familiar with internal department policies and procedures, including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, system behavior, and Member compensation system.
• Able to log issues in company case management systems  
• Promptly alert IT when a system issue affects member experience and operations. Capable of collaborating with IT to find solutions.
• Continuously seek ways to improve performance and offer recommendations to the Uplines when opportunities arise. 
• Demonstrate an ongoing process of improvement within the teams and implement quality initiatives as needed.
• Perform After Sales support (including order delivery delay, missing, damaged or wrong products, other Logistic issues, etc); take full ownership of communication with Logistics Department for urgent issues and feedback, securing permanent and preventive solutions.
• Handle Will Call order follow-up and Order change (including daily underpaid order cancellation, EOM underpaid order cancellation).
• Handle follow up calls/Emails to support requests related to Held Earnings, Earning Adjustments, Clawback or other adhoc tasks related to market.
• Build and maintain positive relationships with the team to create an enjoyable working environment.