Quynh Nguyen

- Check the status of account registration, gather information from customers, and clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Transfer cases outside of expertise to the Technical department, IT department, CDD department to support inspection and handling.
- Follow up and respond to cases with outcomes for customers in the Backlog file.
- Record detailed information about each customer case into the C360 software.
- Modify card status and replace cards as requested by customers in the CMS software.
- Support the transmission of knowledge acquired from the training department to members when they do not grasp the tasks or understand the process.
- Contribute to building support documentation and service usage guidelines to provide detailed feedback to customers.
- Create periodic reports on customer contact statuses and propose service quality improvements.

- Contact customer support for failed deposit transactions.

- Assisted and resolved complaints from customers via chat channels, email, and call centers.

- Re-identifying and re-verifying the client's identity when the system suspects fraud.

- Provided customers with product and service information. - Identified and escalate priority issues of customer.

- Coordinated with relate departments to handle problems, and ensure customers' needs are met correctly.

- Received information from the Freshchat system, enter data, and track information at the Freshdesk system

- Using Admin, Stock-admin, Slack systems, and Asana systems.

- Participated in process-building discussions and proposed offer weekly customer support.

- Verify customers' abnormal transactions on the system.

- Support customers to block their MoMo accounts when receiving requests from customers or banks.

- Instruct customers on the refund process for transactions not performed by customers.

- Implement the process of receiving, consulting, resolving complaints from customers via call centers, applications, email, chat channels.

- Control complaints and input data CRM system.

- Assess the risk from the information provided by the customer within the allowable capacity.

- Provide information, and coordinate with related BU and departments to handle problems, handle system errors, and other errors.

- Work with partners to support customers promptly.

- Adhere to Company procedures while still deciding to exercise flexibility for client needs within reasonable limits in consultation with supervisors and management.

- Ensure to resolve complaints within the committed time to provide a good customer experience.

- Update and communicate the latest promotions for employees.

- Support staff selling tickets and selling popcorn when the theater is crowded.

- Answer questions and handle customer complaints.

- Check and monitor theaters to make sure the equipment in the theater is always working properly.

- Counting goods at the beginning of working hours and the end of the working day.

- Prepare daily sales and inventory reports.

- Monitoring the general sanitary condition of counters and warehouses; ensure seasonal employees follow the correct sales process and be hygienic.

- Introduction and advice on Cinema's promotions and sales tickets for customers.

- Processing and selling foods and beverages.

- Check the information on the guest's ticket, lead the guest take seats, state the rules of the Cinema, clean up the Cinema.