About Knauf

Knauf is one of the world’s leading manufacturers of modern insulation materials, drylining systems, plasters & accessories, thermal insulation composite systems, paints, floor screed, floor systems, construction equipment and tools. With more than 250 production facilities and sales organizations in over 86 countries, 35,000 employees worldwide, and sales of 10 billion Euro (in 2019), the Knauf Group is offering a range of career opportunities – in Europe, the USA, South America, Russia, Asia, and Africa

Summary
You will be key in providing exceptional service through our call center, managing customer complaints

Responsibilities

1. Customer Complaint & Case Management
- Maintain accurate and up-to-date records of all customer interactions in the call center database (Teams Telephony system).
- Handle customer calls and emails promptly, offering accurate and timely information, alternative solutions, and resolutions regarding products and services (using OneCRM system).
- Follow up on customer inquiries and feedback to ensure satisfaction and resolve outstanding issues.

2. Customer Service Center Support
- Attend to customer inquiries via multiple channels, including hotline, email, Zalo OA, and other communication platforms.
- Understand customer needs and provide quick, accurate, and satisfactory responses to ensure a positive customer experience.
- Effectively prioritize and manage service requests, maintaining a high level of professionalism in every interaction.

3. Other Duties as Assigned by Line Manager
- Perform additional tasks as directed by the line manager to support the customer service department’s operations and objectives.

Requirements

• Bachelor’s degree in public relation, communication or related field.

• Have 2-4 years of experience in customer service, call center and preferably in a fast-paced environment.

• Strong verbal and written communication skills.

• Excellent problem-solving and multitasking abilities.

• Detail-oriented with a strong focus on accuracy in data entry

• Proactive, with a strong sense of ownership and accountability.

• Candidates with hands-on experience in data entry and generating reports through OneCRM platforms will be prioritized.