Customer care staff at Ha Noi - Msh Group

1. Manage customer information

2. Manage all platforms and tools to interact/exploit directly with customers: Getfly system, Email marketing, SMS brand name, Zalo brand name, Company Hotline.

3. Control gift giving and other customer appreciation programs

4. Direct hotlines/interaction pages of the Company and Project

5. Receive comments/contributions/complaints from customers about the quality of consulting from business staff/customer procedures

6. Draft a set of procedures, regulations, and instructions related to customer care

7. Plan, compile statistics, and control routine care programs

8. Update project information:

- Send Email, Zalo, SMS (point to link) with new project updates on construction progress (every 1-3 months), newly approved legal documents (when new documents are available). )

- Send SMS, Zalo to invite to events/campaigns of the Project that customers are interested in/cross-invite other Project events

- Send Email, Zalo, SMS to notify/introduce new projects

9. Review monthly reports:

- Total amount of customer data being managed

- Statistics on new customer data through online marketing channels/tools and customer service management platforms

- Report arising problems or suggestions to improve customer conversion rate

10. Plan customer care programs for the new quarter/year:

- Make an overall plan for customer care strategy, orientation, and goals for the new year

- Create a timeline for customer care programs/events quarterly

11. Review quarterly/annual reports:

- Total amount of customer data being managed

- Statistics on new customer data through online marketing channels/tools and customer service management platforms

- Report on the conversion rate of new transactions and re-purchases of old customers

- Quarterly review the amount of gifts in stock: review the amount of gifts in stock and propose plans to utilize and use them to avoid waste

- Report arising problems or suggestions to improve customer conversion rate.