Ho Chi Minh City Open University

1. Technical Advisor | Concentrix CVG Malaysia | Kuala Lumpur, MY - Project: Xbox (Game), Microsoft Office & Windows

Assist customer inquiries via chat or email in a timely and professional manner.

Handle issues related to payment, account and technical support overall.

Remote customer device to provide professional troubleshooting.

Promote and assist customers in purchasing Microsoft products based on the customer's demand.

Daily learning and updating of all new information regarding Microsoft policies and products.

Focus and escalate urgent issues or bugs on time to related teams/ manger.

Attend the weekly meeting and follow up on the tracking report or weekly report.

2. Customer Service Advisor | Concentrix CVG Malaysia | Malaysia - Project: Microsoft Office & Windows 

Gain significant value to partners and customers by helping partners deliver world class technical solutions to customers over phone/email.

Develop the sales, marketing and technical capabilities of the partner that align with the impact specific subsidiary and segment revenue and scorecard goals by connecting to MS resources and advising on how these resources can be used to address their needs.

Responsible for managing and growing revenue across a relatively large base of partners – executing this responsibility over inbound/outbound call & email.

Collaborating with cross-functional teams, including product management and engineering, to identify and escalate product issues and bugs.

Documenting customer interactions and providing feedback to internal teams to help improve the product and customer experience.

Maintaining a high level of customer satisfaction through personalized service and attention to detail.

3. Senior Customer Service | Billerud Vietnam LLC | Ho Chi Minh city, VN 

Provide training to new CSR on workflow, processes, system, KPI etc. Work as mentor to new CSR in their probation period

Review complex issues in open order list and inventory report and proactively propose solution.

Drive for resolution. Assist Finance to review Financial Inventory Report.

Maintain workflow and SOP, propose improvement where possible.

Serve as back up resource for work arrangement.

Prepare standard and ad hoc reporting at department level requested by supervisor or Company management.

Coordinate with cross-functional teams (Project Management/QA...) on new project development and product partner to make sure the mass production runs smoothly.

Building close relationships with all internal and external contacts to constantly improve information flow and the order process.

Handle update monthly reports to managers, including KPIs, delay reports.

4. Customer Service Excutive | Billerud Vietnam LLC | Ho Chi Minh city, VN 

Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress.

Checking progress, lead-time and quantity for each order.

Liaising with planning/purchasing to ensure customer orders are prioritized and progressed appropriately and service levels are met.

Ensuring clear and correct dispatch instructions, i.e. terms of delivery, forwarder details, are provided to the dispatch team.

Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.

Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.