Job Description

Salary         :  Negotiate 

Hiring         :  1 

Sex              :  Male/Female 

Location    :  Phnom Penh 

Industry     :  FMCG 

JOB RESPONSIBILITIES: 

• Ensure team delivers quality of service.
• Keep team up to date with latest information.
• Ensure accuracy of consumer data.
• Perform monthly CRM report and analysis to track ongoing performances of CRM and brand campaigns.
• Track ongoing voice of consumer feedback and provide timely updates to organization for ongoing improvement.
• Update and flag to brand/ sales team on relevant complaints.
• Manage potential incidents.
• Track accuracy of payout/incentive on a monthly basis.
• Liaising with database management agency and updating relevant information on Careline database management system.
• Monitor quality of conversation and consistency of Careline verbalization.
• Manage end to end complaint management procedures.
• Ensure conversation with consumers ensues credibility and quality.
• Responsible in handling difficult/ complicated complaints should it arise by getting relevant parties involve in finding solution.
• Ensure careline team provide good experience to Mums for both communication of inbound and outbound.
• Implement procedures and processes for the continuous improvement of the Advisory Team.
• Carryout primary/initial diagnosis in the attempt to solve complaints.
• Ensure the customer care manual is updated for auditing purposes.
• Implement and ensure policy and legislative requirements as required.
• Manage fulfilment vendors to ensure samplings are fulfilled within the given time-frame.
• Develop Careline outbound scripts & validate effectiveness of outbound campaigns.
• Provide critical feedback/ involve in product related issues that could help planning of brand/ sales activation etc.

JOB REQUIREMENTS:

• Bachelor Degree in Medical Background as a Medical Doctor, Dietitian, Midwife or Nurse
• Experience in leading customer service teams and script development
• Relevant healthcare background (e.g. Medical doctor, Dietitian or Nutritionist)
• Counselling in regards to women health, toddler nutrition and feeding (added advantage)
• An experienced mother(added advantage)
• High level of computer literacy (especially, Excel and Database)
• Excellent listening and communication skills
• Self-motivation andinitiative, goes above and beyond job role to deliver added value to thebusiness.