Zuellig Pharma Vietnam Ltd

* Customer service team leader

- Manage and monitor call center team.
- Arrange and assign tasks to staffs to make ensure that the activities are handled effectively and on time.
- Support staffs to solve difficult cases, complaints from customer. Take prompt actions and deeply involve in critical complaints to ensure customers are always cared and their problems are always solved in time.
- Evaluate the calls to propose work improvement solutions to call center.
- Develop objectives for the call center’s day-to-day activities and improve service.
- Determination of KPI achievement to staffs.
- Evaluate performance with key metrics (accuracy, call-waiting time, handle calls...).

Zuellig Pharma Vietnam Ltd

* Promotion/ support staff

- Receiving and solve all issues related to promotion, price, date,... from principals and related departments.
- Handling promotion scheme of principals including special discount and promotion gift: set up on system/ monitor special order/ manual scheme.
- Work with finance, inventory control and warehouse team to plan and calculate estimated costs for the scheme.
- Preparing legal document and co-ordinate with sub-distributor to submit scheme to service of trade.
- Keep in touch with principals to make sure that scheme is being
processed as required.
- Review monthly report and confirm to finance.
- Make sure that all promotion schemes were set up correctly on the system and follow the rule.

Zuellig Pharma Vietnam Ltd

* Call center staff

- Receiving the call from customers and sales consultants.
- Processing orders on system and cooperate with relevant departments to make sure that all the orders will be delivered to customers on time.
- Receiving the questions, complaints of customers and work with others department to solve the prolem as soon as possible.