Customer Relations Liaison
3 weeks ago
As a Customer Relations Liaison at Helius, you will be responsible for representing the business in assisting, responding, and resolving customer issues via the service journey (self-service and chatbot) with the objective of ensuring a positive customer experience and satisfaction by providing a quality level of service consistent with accurate information and in a timely manner within the limits of the customer service policies and procedures, service quality guidelines, business rules, and license regulations.
Key Responsibilities:
• Assist, respond, assess, record, escalate, and resolve customers' requests, queries, concerns, and complaints in order to address questions and help create a positive customer experience by providing quality service consistently with accurate information and in a timely manner.
• Identify, suggest, inform, and provide self-service answers within the chatbot best suited to the customer's needs in order to increase engagement and containment of customers within the chatbot and to encourage self-service actions leading to reduced reliance on manual workflows.
• Read, comprehend, compose, translate, validate, review, and maintain communication contents from business to customers.
• Read, comprehend, and analyze data from systems, including data accuracy validation, heatmaps, and data trends in GA/Matomo/Tableau.
Requirements:
• Diploma in any field with customer service experience
• General knowledge of e-commerce business with an understanding of good customer service
• Integrity, innovative, customer-centric mindset, attention to detail, outstanding communication skills, experience in customer service is essential
• Good time management with the ability to work under pressure for a results-oriented approach
• Willingness to work on rotating shifts
• Proficient in native language (Vietnamese); good knowledge of English is a plus
• Working knowledge in MS Office
• Basic analytical/information gathering skills
• Understands workflow process and improvements
• Tech-savvy with service support software and relevant computer programs
• Basic coding knowledge such as VBA, macros
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