[HCM][Agency] T&A Ogilvy: Looking for Social@ Customer Servise
About Us: Social@Ogilvy (global)
It’s the magic of immersing yourself to bring a brand to the consumers’ world via an exciting viral video, a new music track, a piece of thoughtful writing, daily online conversations or all of the above. It’s hard to define and even harder to create, but that’s what we do at Social@Ogilvy.
Ours is a culture of innovation, collaboration and creativity. If you want to help brands to tell compelling, enduring stories through videos, music or stage plays, comic, conversations…, then we want to hear from you.
In this position, you will have the ability to create & tell amazing stories about brands via innovative methods for public awareness and engagement.
"Social@Ogilvy is the global, cross-discipline team of social experts from across all of Ogilvy’s businesses delivering social solutions to all parts of our clients’ business. This is new. This is bigger than before. We have been designing and executing social media marketing and communications programs for more than seven years as 360 Digital Influence – a specialty practice born out of Ogilvy Public Relations. We quickly grew to deliver social solutions for all sorts of marketing and communications clients.
We design integrated social solutions that combine deep disciplines – like CRM, public relations and shopper marketing – and are rooted in what drives behavior. We plan around owned, earned and paid media working together for a compound effect, and at its heart our work is ‘social by design’ – a phrase used now by Facebook but that captures what we do quite well.”
Task Requirements & Deliverables: Social@Ogilvy (Vietnam)
Vietnam is one of the 2 markets deployed first Social Customer Care agency wide within APAC, we are taking the Social components into Customer Services for our clients and brands and currently now offers this service to all our clients. We are seeking a strong & experienced, open-minded and hard-working Customer Service for the Digital & Social age. In today’s world, consumers and customers are demanding better services, better care, and their voices being heard across on digital and social platforms. Social Media channels no longer just one way communication where brands pushing out their promotional and brands messages, but its all about engaging with customers and offering them a valuable brand experiences.
Our Current Operation:
- Our new service started in July 2015 as a pilot project and now its part of our service capability
- An Outsource Customer Service Team sit in District 4 supporting more than 20 clients and brands for Social@Ogilvy
- We have a proprietary tool to manage Performance of the Customer Service Team, as well as Brand Conversations with Consumers
- This combined of Technology & Human Resources allows all our internal team members to be a better consultant to our clients on everyday service, always-on communications, and critical brand campaigns.
- We have Workflow design to smooth Operation Process between the Outsource Agency and our internal team members.
Responsibilities:
- Quality Control the Outsource Customer Service Agency to ensure they delivery the require scope of work include: weekly management, quarterly quality assessments and training to improve their Customer Service ability, and on-going projects
- Supervise Outsource Customer Service Agency to continually improve Customer Service Team’s efficiency and effectiveness, ensure that poor performance is not tolerated and is remedied via support, training or disciplinary actions as appropriate.
- Collaborate with Head of Social@ to drive continual improvement in People, Technology, Process including Planning, Strategising and Execution.
- Project Management with Outsourced Customer Service Agency and co-operation with Ogilvy Internal Team – you will be working with a junior staff who supports you in this
- Design a KPI Framework to measure, track, and improve the Quality and Performance of Outsource Customer Service Agency Team
- Provide necessary up-skill training through evaluation and improvement solutions, also ensure the right calibre of staff is recruited
- Analysis statistics or relevant data to determine the level of Customer Service we are providing, include write-ups of report, develop feedback or complaints procedures, supervise the Monthly Report delivered to Ogilvy clients.
- Support Internal Ogilvy Team to achieve high standard of Customer Service by removing barriers, solutions and recommendation
- Work with Head of Social@Ogilvy to build up the Social Customer Service capability.
- Keeping ahead of developments in Customer Service industry
What to Expect:
- Agency life is a fast pace environment where proactiveness, problem solving, and dedicated passion to the work is required and tested on
- Work is usually carried out in the main office with regular traveling to the Outsource Customer Service Team, who works from 2pm- 10pm on weekdays and OT on weekends for adhoc projects.
- Normal Working Hours: 8:30am – 6:30pm with the occasional offsite depending on projects
- Able to speak English in an international agency environments when dealing with technology vendors and colleagues around the globe
Skillsets: You will need to show:
- Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals;
- Listening skills, to understand exactly what customers require;
- Problem-solving skills;
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
- Motivational skills and an ability to supervise and lead a team of customer service assistants;
- Creative thinking, to be able to come up with new ideas to improve customer service standards;
- An ability to work well under pressure;
- good personal presentation, especially when working in international agency and at times meeting Ogilvy Clients;
- A commitment to improve your own customer service skills on an ongoing basis.
Qualification: +3 years experience in Customer Service
Interested CV please send to: [email protected]