Customer Service Officer (Hai Phong - 6months contract)

Job Description: Customer Service Officer – GSIT (Temporary, 6 Months)

Company: Bureau Veritas Vietnam
Position: Customer Service Officer – GSIT (Global Service IT)
Location: Vietnam (Primary)
Employment Type: Temporary Contract (6 Months)
Reports To: GSIT Service Manager or Customer Support Supervisor

Location: Hai Phong

Position Overview

Bureau Veritas Vietnam seeks a customer-focused Customer Service Officer to support the Global Service IT (GSIT) team for a 6-month temporary assignment. This role involves providing exceptional customer service to Bureau Veritas clients and internal stakeholders through multiple communication channels. The Customer Service Officer will handle inquiries, resolve issues, manage service requests, and ensure customer satisfaction while maintaining service quality standards and compliance with Bureau Veritas procedures.

Key Responsibilities

Inquiry Management

• Respond to customer inquiries via email, phone, chat, and ticketing systems
• Provide accurate and timely information about Bureau Veritas services, processes, and procedures
• Answer questions regarding certifications, inspections, testing, and compliance services
• Direct inquiries to appropriate departments or service specialists as needed
• Maintain professional and courteous communication with all customers
• Ensure first-contact resolution where possible

Service Request Processing

• Receive and process customer service requests and orders
• Verify request details and customer information
• Input requests into GSIT tracking and management systems
• Assign requests to appropriate technical teams or service providers
• Track request status and provide updates to customers
• Ensure timely processing and escalation of urgent requests
• Follow up on pending requests and ensure timely completion

Issue Resolution & Troubleshooting

• Investigate customer issues and problems
• Troubleshoot common technical issues related to GSIT services and systems
• Document issues and resolution steps in ticketing systems
• Escalate complex issues to technical teams or management
• Follow up on escalated issues to ensure resolution
• Provide status updates to customers throughout resolution process
• Ensure customer satisfaction with resolution outcomes

Complaint Handling

• Receive and document customer complaints
• Investigate complaint details and root causes
• Prepare complaint reports and documentation
• Coordinate with relevant departments for complaint resolution
• Follow up with customers regarding complaint status and resolution
• Implement corrective actions to prevent recurring issues
• Ensure complaints are resolved to customer satisfaction

Customer Relationship Management

Client Communication

• Maintain professional and courteous communication with all customers
• Provide regular updates on service status and request progress
• Respond to customer inquiries within established timeframes
• Manage customer expectations regarding service delivery and timelines
• Build positive relationships with customers
• Identify customer needs and preferences
• Ensure customer satisfaction with service delivery

Account Support

• Provide support to assigned customer accounts
• Maintain customer account information and records
• Assist with account-related inquiries and requests
• Coordinate with account managers on customer issues
• Support customer onboarding and training activities
• Identify opportunities for additional services or upselling
• Maintain account documentation and communication records

Follow-up & Feedback

• Conduct follow-up communications with customers after service delivery
• Gather customer feedback on service quality and satisfaction
• Document customer feedback and suggestions
• Identify trends and patterns in customer feedback
• Report feedback to management for process improvement
• Support continuous improvement initiatives

Documentation & Records

• Maintain accurate and complete customer service records
• Document all customer interactions and communications
• Prepare service reports and documentation
• Archive customer records and communications
• Ensure compliance with data protection and confidentiality requirements
• Maintain organized filing systems (physical and digital)
• Provide documentation for quality assurance and audits

Quality Assurance & Compliance

Service Quality

• Maintain high standards of customer service and professionalism
• Follow Bureau Veritas service quality standards and procedures
• Ensure compliance with customer service policies and guidelines
• Participate in quality assurance reviews and audits
• Implement feedback from quality reviews
• Support continuous improvement of service processes
• Meet performance metrics and KPI targets

Team Collaboration & Support

Team Coordination

• Collaborate with other customer service team members
• Share information and best practices with colleagues
• Support team members with complex inquiries or issues
• Participate in team meetings and briefings
• Contribute to team problem-solving and process improvement
• Maintain positive and professional team relationships
• Support team coverage during absences

Internal Coordination

• Coordinate with technical teams and service providers
• Communicate customer needs and requirements to relevant departments
• Facilitate communication between customers and internal teams
• Escalate issues to appropriate departments
• Follow up on escalations and ensure resolution
• Support interdepartmental collaboration and communication
• Participate in cross-functional projects and initiatives

Administrative Tasks

Data Entry & Administration

• Perform accurate and timely data entry into systems
• Maintain customer information and records
• Process administrative documents and forms
• Organize and file customer communications and records
• Prepare reports and documentation
• Support administrative processes and procedures
• Maintain organized workspace and systems

Required Qualifications

Education & Experience

• High School Diploma or equivalent (Bachelor's degree preferred)
• 2+ years of customer service experience in a professional environment
• 1+ year of experience in IT support, technical support, or related field (preferred)
• Experience with service ticket management systems or CRM platforms
• Proven ability to handle customer inquiries and resolve issues
• Experience working in a fast-paced, multitasking environment