Job Description

About the Department:

Customer Center Department plays an important role to develop the “customer value” of UQVN business. This department helps UQVN businesses to develop & engage strong relationships with our customers. This department supports customers on their inquiries, resolving problems and makingbusiness improvement regarding to products, services and other inquiries.

About the Role:

As a Customer Center Executive, you will play a key role in shaping outstanding customer experiences for UNIQLO Vietnam. You will handle customer interactions across multiple channels, resolve inquiries with speed and accuracy, and ensure a consistently high level of service. By utilizing internal systems and analyzing customer feedback data, you will not only manage cases effectively, but also contribute to improving service quality and driving operational excellence.

Responsibilities:

• Anticipate escalation and take over incoming contact from all channels (Call, Email, Live Chat).

• Utilise a comprehensive base knowledge library with diverse resources to use quickly and effectively to resolve customer issues end-to-end, ensure precise data capture, provide accurate solutions and excellent customer service that leads to high customer satisfaction ratings.

• Troubleshoot and create action plans to address problem including system and technology outages quickly and effectively, site contingency plans, and business continuity actions.

• Leverage VOS ("Voice Of Staff") / VOC ("Voice Of Customer") data, reporting, and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders.

• Expand the areas of opportunity and innovation, including best practices and recommendations for maximizing chatbot trustfulness and performance with both of local and global team.

• Maintain communication with Japan Headquarter teams regarding case-related matters in order to improve and enhance service quality.

Qualifications & Requirements:

• Bachelor’s degree in any related field.

• At least 2-year experience in Customer Service / Center or related working fields.

• Pleasant telephone manner and calm disposition.

• Excellence in analytical skill, data management and problem-solving skills with the ability to prioritize multiple issues.

• Proficiency in Microsoft Office.

• Good verbal and written communication skills in English at business level.

Personalities:

• Service minded and punctual is required.

• Positive attitude and open to constructive criticism and continuous improvement in performance job functions.

• Quick learner to new software and able to use multiple systems & platforms.

• Adaptable to change, flexibility with Retail operations support while maintaining the accuracy, compliance, and risk management.

• Ability to work cross-functionally and build trust with diverse stakeholders.