Danone Vietnam company Limited is seeking for Careline Assistant Manager. With our global presence, brands and business and our mission of bringing health through food to as many people as possible; we believe that people growth is a key asset to reach a sustainable business performance.
To succeed in this journey, we're looking for the right talent and personalities eager to bring their energy and ideas to a meaningful project. Take this opportunity to GROW together and experience a culture that empowers you to express your ideas and share what you're passionate about!  

1. Careline
Call Centre Management
• To manage the out-sourced call centre agency to provide high-quality customer service to callers.
• To ensure a timely response to consumers/customers enquiries as well as to forward feedback to all other relevant colleagues.
• To seek continuous improvement in outbound calls intended to update consumer data and understand the brand of first choice.
• To conduct surveys for a better understanding of our consumers’ needs.
• To provide unconditional support to consumers.
• Coordinate with regional Careline team in SEA for cross-learning, and best practices
Consumer/Customer Complaints
• Ensure moms satisfactions
• Responding promptly to customer inquiries.
• Communicating with customers through various channels (Hotline, Facebook Page, Stores, etc).
• Monthly, Ad-hoc, and Annual Reporting
• To measure and evaluate Careline customer service and tracking of KPI.
• Prepare for monthly meetings to give Careline KPI updates.
Crisis management
• Proactively manage crises and prevent minor complaints from escalating into major issues by strictly adhering to crisis management protocols.
System Management
• Work with ticket management, CRM, to record customer databases.
• Work with call centre agency to ensure system performance and technology updates.

2. Training
• Careline Advisor & call centre training: Enhance careline performance through training and coaching.
• Product Training & FAQs: Support to train store staff on product knowledge and prepare product FAQs.

• Bachelor in marketing, Business, or related field.
• Minimum 3 years of working experience in Careline.
• Experience in nutrition or the early childhood nutrition field is a bonus (training will be provided).
• English proficiency.
• Proven work experience in customer service or consumer service
• Excellent communication and interpersonal skills, including written and spoken in Vietnamese and English.
• Proactive, good follow-through, and results oriented.
• Must be able to learn quickly, problem solving, and self-teach when needed.
• Have passion for customer service or customer relationship management path.
• Resilient and assertive in handling and monitoring both positive and negative feedback (from consumers/customers/key accounts).

Danone is a world leading food company built on three business lines; Specialized Nutrition, Waters and Fresh Dairy Products. Danone’s mission is bringing health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have to impact the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy food. And healthy food needs a healthy planet, and this is what our new signature One Planet One Health embodies

Danone is committed to create and live an inclusive & diverse environment, which will drive our growth as a business, as teams, as members of communities & as individuals. Valuing diversity is recognizing and respecting human differences and similarities. Our aim is to ensure that all employees and applicants are given equal opportunity and that our organization is representative of our consumers and society

We commit to foster an inclusive working environment where we celebrate all types of diversity, both visible and invisible, which includes age, race, gender, nationality, disability, background, education, religion, beliefs, thinking style, perspectives and sexual orientation

We believe that our differences will make the difference

For more information, please visit our website at https://careers.danone.com/sea/en/home.html

What's next
Willing to start your meaningful journey? Hit the APPLY button! or you can contact us:
Pimparin Limpachote (Pim)
SEA Talent Acquisition Manager, DANONE SEA - HR Central Pool
Email: Pimparin.Limpachote@danone.com