{"id":14637,"date":"2026-03-26T10:22:11","date_gmt":"2026-03-26T03:22:11","guid":{"rendered":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/?p=14637"},"modified":"2026-05-28T12:14:24","modified_gmt":"2026-05-28T05:14:24","slug":"nhan-vien-xu-ly-khieu-nai-lam-gi","status":"publish","type":"post","link":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/tu-van-nghe-nghiep\/nhan-vien-xu-ly-khieu-nai-lam-gi","title":{"rendered":"Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i l\u00e0m g\u00ec? C\u00f4ng vi\u1ec7c, k\u1ef9 n\u0103ng v\u00e0 thu nh\u1eadp"},"content":{"rendered":"

Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng l\u00e0 \u0111i\u1ec1u kh\u00f4ng doanh nghi\u1ec7p n\u00e0o tr\u00e1nh kh\u1ecfi, nh\u01b0ng c\u00e1ch x\u1eed l\u00fd khi\u1ebfu n\u1ea1i m\u1edbi quy\u1ebft \u0111\u1ecbnh li\u1ec7u h\u1ecd \u1edf l\u1ea1i hay ra \u0111i. Ng\u01b0\u1eddi \u0111\u1ea3m nh\u1eadn tr\u00e1ch nhi\u1ec7m tr\u1ef1c ti\u1ebfp \u0111\u00f3 ch\u00ednh l\u00e0 nh\u00e2n vi\u00ean x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/strong> (Complaint Handler \/ Complaint Resolution Specialist) \u2014 v\u1ecb tr\u00ed then ch\u1ed1t trong b\u1ed9 m\u00e1y ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a m\u1ecdi t\u1ed5 ch\u1ee9c. B\u00e0i vi\u1ebft gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 c\u00f4ng vi\u1ec7c, k\u1ef9 n\u0103ng c\u1ea7n trang b\u1ecb v\u00e0 c\u01a1 h\u1ed9i ph\u00e1t tri\u1ec3n c\u1ee7a vai tr\u00f2 n\u00e0y.<\/p>\n

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T\u1ed5ng quan v\u1ecb tr\u00ed Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i<\/strong><\/p>\n

\u2013 T\u00ean qu\u1ed1c t\u1ebf: Complaint Handler ho\u1eb7c Complaint Resolution Specialist.<\/p>\n

\u2013 Ph\u1ed5 bi\u1ebfn t\u1ea1i: ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng, b\u00e1n l\u1ebb, b\u1ea3o hi\u1ec3m, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed.<\/p>\n

\u2013 Nhi\u1ec7m v\u1ee5 ch\u00ednh: ti\u1ebfp nh\u1eadn, ph\u00e2n lo\u1ea1i, \u0111i\u1ec1u tra v\u00e0 \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p cho khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng.<\/p>\n

\u2013 M\u1ee9c thu nh\u1eadp: 8 \u2013 18 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng t\u00f9y ng\u00e0nh v\u00e0 kinh nghi\u1ec7m.<\/p>\n<\/div>\n

1. Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i l\u00e0 ai?<\/h2>\n

Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i (Complaint Handler) l\u00e0 ng\u01b0\u1eddi ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c ph\u1ea3n \u00e1nh, th\u1eafc m\u1eafc ho\u1eb7c khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng khi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng. V\u1ecb tr\u00ed n\u00e0y t\u1ed3n t\u1ea1i \u1edf h\u1ea7u h\u1ebft m\u1ecdi ng\u00e0nh ngh\u1ec1 nh\u01b0ng \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng trong l\u0129nh v\u1ef1c ng\u00e2n h\u00e0ng (Vietcombank, Techcombank, ACB), vi\u1ec5n th\u00f4ng (Viettel, VNPT, Mobifone), b\u1ea3o hi\u1ec3m (B\u1ea3o Vi\u1ec7t, Prudential) v\u00e0 b\u00e1n l\u1ebb (Th\u1ebf Gi\u1edbi Di \u0110\u1ed9ng, B\u00e1ch H\u00f3a Xanh). Kh\u00e1c v\u1edbi nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i th\u00f4ng th\u01b0\u1eddng, ng\u01b0\u1eddi x\u1eed l\u00fd khi\u1ebfu n\u1ea1i ph\u1ea3i t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 c\u1ee7a v\u1ea5n \u0111\u1ec1, ph\u1ed1i h\u1ee3p nhi\u1ec1u ph\u00f2ng ban \u0111\u1ec3 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p th\u1ecfa \u0111\u00e1ng. C\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd kh\u00f4ng d\u1eebng \u1edf vi\u1ec7c xoa d\u1ecbu c\u1ea3m x\u00fac m\u00e0 c\u00f2n h\u01b0\u1edbng \u0111\u1ebfn c\u1ea3i thi\u1ec7n quy tr\u00ecnh \u0111\u1ec3 ng\u0103n ng\u1eeba v\u1ea5n \u0111\u1ec1 t\u00e1i di\u1ec5n.<\/p>\n

2. Nhi\u1ec7m v\u1ee5 c\u1ee5 th\u1ec3 h\u1eb1ng ng\u00e0y<\/h2>\n

M\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c c\u1ee7a ng\u01b0\u1eddi x\u1eed l\u00fd khi\u1ebfu n\u1ea1i th\u01b0\u1eddng b\u1eaft \u0111\u1ea7u b\u1eb1ng vi\u1ec7c ki\u1ec3m tra c\u00e1c ph\u1ea3n \u00e1nh m\u1edbi tr\u00ean h\u1ec7 th\u1ed1ng CRM v\u00e0 k\u1ebft th\u00fac b\u1eb1ng b\u00e1o c\u00e1o t\u00ecnh tr\u1ea1ng x\u1eed l\u00fd cho c\u1ea5p tr\u00ean. Quy tr\u00ecnh l\u00e0m vi\u1ec7c \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa k\u1ef9 n\u0103ng giao ti\u1ebfp nh\u1ea1y b\u00e9n, hi\u1ec3u bi\u1ebft s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 chuy\u00ean s\u00e2u v\u00e0 kh\u1ea3 n\u0103ng ph\u1ed1i h\u1ee3p \u0111a ph\u00f2ng ban. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng nhi\u1ec7m v\u1ee5 m\u00e0 v\u1ecb tr\u00ed n\u00e0y ph\u1ee5 tr\u00e1ch.<\/p>\n

\u2013 Ti\u1ebfp nh\u1eadn khi\u1ebfu n\u1ea1i qua \u0111a k\u00eanh bao g\u1ed3m hotline, email, m\u1ea1ng x\u00e3 h\u1ed9i, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng ho\u1eb7c tr\u1ef1c ti\u1ebfp t\u1ea1i qu\u1ea7y giao d\u1ecbch.<\/p>\n

\u2013 Ph\u00e2n lo\u1ea1i m\u1ee9c \u0111\u1ed9 nghi\u00eam tr\u1ecdng c\u1ee7a khi\u1ebfu n\u1ea1i theo ti\u00eau ch\u00ed n\u1ed9i b\u1ed9 (v\u00ed d\u1ee5: Level 1 x\u1eed l\u00fd trong 24 gi\u1edd, Level 2 trong 48 gi\u1edd, Level 3 trong 72 gi\u1edd).<\/p>\n

\u2013 \u0110i\u1ec1u tra nguy\u00ean nh\u00e2n b\u1eb1ng c\u00e1ch thu th\u1eadp th\u00f4ng tin t\u1eeb kh\u00e1ch h\u00e0ng, truy xu\u1ea5t l\u1ecbch s\u1eed giao d\u1ecbch tr\u00ean h\u1ec7 th\u1ed1ng v\u00e0 li\u00ean h\u1ec7 ph\u00f2ng ban li\u00ean quan.<\/p>\n

\u2013 \u0110\u1ec1 xu\u1ea5t v\u00e0 th\u1ef1c hi\u1ec7n gi\u1ea3i ph\u00e1p b\u1ed3i th\u01b0\u1eddng ho\u1eb7c kh\u1eafc ph\u1ee5c ph\u00f9 h\u1ee3p v\u1edbi ch\u00ednh s\u00e1ch doanh nghi\u1ec7p v\u00e0 quy \u0111\u1ecbnh ph\u00e1p lu\u1eadt.<\/p>\n

\u2013 Theo d\u00f5i k\u1ebft qu\u1ea3 x\u1eed l\u00fd sau khi ph\u01b0\u01a1ng \u00e1n \u0111\u01b0\u1ee3c tri\u1ec3n khai, g\u1ecdi l\u1ea1i kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c nh\u1eadn m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/p>\n

\u2013 L\u1eadp b\u00e1o c\u00e1o \u0111\u1ecbnh k\u1ef3 v\u1ec1 s\u1ed1 l\u01b0\u1ee3ng, lo\u1ea1i h\u00ecnh v\u00e0 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft th\u00e0nh c\u00f4ng khi\u1ebfu n\u1ea1i \u0111\u1ec3 ban qu\u1ea3n l\u00fd ph\u00e2n t\u00edch xu h\u01b0\u1edbng.<\/p>\n

B\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o c\u00e1c v\u1ecb tr\u00ed tuy\u1ec3n d\u1ee5ng t\u1ea1i chuy\u00ean m\u1ee5c vi\u1ec7c l\u00e0m t\u01b0 v\u1ea5n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/strong><\/em> \u0111\u1ec3 t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i ph\u00f9 h\u1ee3p trong l\u0129nh v\u1ef1c n\u00e0y.<\/p>\n

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L\u01b0u \u00fd:<\/strong> Theo Lu\u1eadt B\u1ea3o v\u1ec7 Quy\u1ec1n l\u1ee3i Ng\u01b0\u1eddi ti\u00eau d\u00f9ng 2010 v\u00e0 Ngh\u1ecb \u0111\u1ecbnh 99\/2011\/N\u0110-CP, doanh nghi\u1ec7p c\u00f3 ngh\u0129a v\u1ee5 ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd khi\u1ebfu n\u1ea1i trong th\u1eddi h\u1ea1n quy \u0111\u1ecbnh. Nh\u00e2n vi\u00ean x\u1eed l\u00fd khi\u1ebfu n\u1ea1i c\u1ea7n n\u1eafm v\u1eefng c\u00e1c quy \u0111\u1ecbnh n\u00e0y \u0111\u1ec3 t\u01b0 v\u1ea5n \u0111\u00fang quy\u1ec1n l\u1ee3i cho kh\u00e1ch h\u00e0ng v\u00e0 tr\u00e1nh r\u1ee7i ro ph\u00e1p l\u00fd cho doanh nghi\u1ec7p.<\/p>\n<\/div>\n

3. K\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c c\u1ea7n c\u00f3<\/h2>\n

Nhi\u1ec1u ng\u01b0\u1eddi cho r\u1eb1ng x\u1eed l\u00fd khi\u1ebfu n\u1ea1i ch\u1ec9 c\u1ea7n “n\u00f3i chuy\u1ec7n nh\u1eb9 nh\u00e0ng” l\u00e0 \u0111\u1ee7, nh\u01b0ng th\u1ef1c t\u1ebf v\u1ecb tr\u00ed n\u00e0y \u0111\u00f2i h\u1ecfi b\u1ed9 k\u1ef9 n\u0103ng \u0111a d\u1ea1ng h\u01a1n nhi\u1ec1u. T\u1eeb kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac, k\u1ef9 thu\u1eadt \u0111\u00e0m ph\u00e1n \u0111\u1ebfn ki\u1ebfn th\u1ee9c ph\u00e1p lu\u1eadt \u2014 t\u1ea5t c\u1ea3 c\u00f9ng g\u00f3p ph\u1ea7n t\u1ea1o n\u00ean m\u1ed9t chuy\u00ean vi\u00ean khi\u1ebfu n\u1ea1i chuy\u00ean nghi\u1ec7p. Nh\u00e0 tuy\u1ec3n d\u1ee5ng th\u01b0\u1eddng t\u00ecm ki\u1ebfm \u1ee9ng vi\u00ean c\u00f3 th\u1ec3 gi\u1eef b\u00ecnh t\u0129nh d\u01b0\u1edbi \u00e1p l\u1ef1c v\u00e0 bi\u1ebfn kh\u00e1ch h\u00e0ng t\u1ee9c gi\u1eadn th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n

Nh\u00e2n vi\u00ean x\u1eed l\u00fd khi\u1ebfu n\u1ea1i c\u00f3 th\u1ec3 th\u0103ng ti\u1ebfn l\u00ean v\u1ecb tr\u00ed gi\u00e1m \u0111\u1ed1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a> sau nhi\u1ec1u n\u0103m kinh nghi\u1ec7m.<\/p>\n

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Nh\u00f3m k\u1ef9 n\u0103ng<\/th>\nM\u00f4 t\u1ea3 chi ti\u1ebft<\/th>\n<\/tr>\n<\/thead>\n
L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng<\/td>\nHi\u1ec3u \u0111\u00fang v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p, kh\u00f4ng ng\u1eaft l\u1eddi, x\u00e1c nh\u1eadn l\u1ea1i th\u00f4ng tin tr\u01b0\u1edbc khi x\u1eed l\u00fd<\/td>\n<\/tr>\n
Ki\u00ean nh\u1eabn & EQ<\/td>\nGi\u1eef b\u00ecnh t\u0129nh tr\u01b0\u1edbc kh\u00e1ch h\u00e0ng n\u00f3ng gi\u1eadn, kh\u00f4ng ph\u1ea3n \u1ee9ng ti\u00eau c\u1ef1c, \u0111i\u1ec1u h\u01b0\u1edbng cu\u1ed9c tr\u00f2 chuy\u1ec7n t\u00edch c\u1ef1c<\/td>\n<\/tr>\n
\u0110\u00e0m ph\u00e1n<\/td>\nT\u00ecm ph\u01b0\u01a1ng \u00e1n c\u00e2n b\u1eb1ng gi\u1eefa quy\u1ec1n l\u1ee3i kh\u00e1ch h\u00e0ng v\u00e0 ch\u00ednh s\u00e1ch doanh nghi\u1ec7p, tr\u00e1nh nh\u01b0\u1ee3ng b\u1ed9 qu\u00e1 m\u1ee9c<\/td>\n<\/tr>\n
X\u1eed l\u00fd xung \u0111\u1ed9t<\/td>\n\u00c1p d\u1ee5ng k\u1ef9 thu\u1eadt de-escalation (h\u1ea1 nhi\u1ec7t), chuy\u1ec3n h\u01b0\u1edbng t\u1eadp trung v\u00e0o gi\u1ea3i ph\u00e1p thay v\u00ec tranh lu\u1eadn<\/td>\n<\/tr>\n
S\u1eed d\u1ee5ng CRM<\/td>\nThao t\u00e1c th\u00e0nh th\u1ea1o tr\u00ean Salesforce Service Cloud, Zendesk ho\u1eb7c Freshdesk \u0111\u1ec3 ghi nh\u1eadn v\u00e0 theo d\u00f5i ticket<\/td>\n<\/tr>\n
Ki\u1ebfn th\u1ee9c ph\u00e1p lu\u1eadt<\/td>\nHi\u1ec3u Lu\u1eadt B\u1ea3o v\u1ec7 Quy\u1ec1n l\u1ee3i Ng\u01b0\u1eddi ti\u00eau d\u00f9ng 2010, Ngh\u1ecb \u0111\u1ecbnh 99\/2011\/N\u0110-CP v\u00e0 ch\u00ednh s\u00e1ch n\u1ed9i b\u1ed9<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n
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“M\u1ed9t khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c x\u1eed l\u00fd t\u1ed1t c\u00f3 th\u1ec3 bi\u1ebfn kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 trung th\u00e0nh nh\u1ea5t c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u2014 \u0111\u00e2y l\u00e0 ngh\u1ecbch l\u00fd ph\u1ee5c h\u1ed3i d\u1ecbch v\u1ee5 (Service Recovery Paradox) m\u00e0 c\u00e1c doanh nghi\u1ec7p th\u00f4ng minh khai th\u00e1c tri\u1ec7t \u0111\u1ec3.” <\/p>\n<\/blockquote>\n

Ngo\u00e0i nh\u1eefng k\u1ef9 n\u0103ng tr\u00ean, kh\u1ea3 n\u0103ng vi\u1ebft ph\u1ea3n h\u1ed3i email chuy\u00ean nghi\u1ec7p v\u00e0 bi\u1ebft c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 x\u1eed l\u00fd khi\u1ebfu n\u1ea1i c\u00f4ng khai c\u0169ng ng\u00e0y c\u00e0ng quan tr\u1ecdng trong b\u1ed1i c\u1ea3nh th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed ph\u00e1t tri\u1ec3n m\u1ea1nh.<\/p>\n

4. Thu nh\u1eadp v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn<\/h2>\n

M\u1ee9c thu nh\u1eadp c\u1ee7a v\u1ecb tr\u00ed x\u1eed l\u00fd khi\u1ebfu n\u1ea1i ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh ngh\u1ec1, quy m\u00f4 doanh nghi\u1ec7p v\u00e0 m\u1ee9c \u0111\u1ed9 ph\u1ee9c t\u1ea1p c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. Nh\u00e2n vi\u00ean m\u1edbi v\u00e0o ngh\u1ec1 th\u01b0\u1eddng nh\u1eadn t\u1eeb 8 \u2013 12 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng. Sau 2 \u2013 3 n\u0103m kinh nghi\u1ec7m, m\u1ee9c l\u01b0\u01a1ng t\u0103ng l\u00ean 12 \u2013 18 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, \u0111\u1eb7c bi\u1ec7t t\u1ea1i ng\u00e0nh ng\u00e2n h\u00e0ng v\u00e0 vi\u1ec5n th\u00f4ng \u2014 n\u01a1i khi\u1ebfu n\u1ea1i c\u00f3 t\u00ednh ch\u1ea5t ph\u1ee9c t\u1ea1p v\u00e0 y\u00eau c\u1ea7u ki\u1ebfn th\u1ee9c chuy\u00ean s\u00e2u. Nhi\u1ec1u doanh nghi\u1ec7p c\u00f2n c\u00f3 ch\u00ednh s\u00e1ch th\u01b0\u1edfng th\u00eam d\u1ef1a tr\u00ean t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft th\u00e0nh c\u00f4ng (resolution rate) v\u00e0 \u0111i\u1ec3m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (CSAT).<\/p>\n

L\u1ed9 tr\u00ecnh ph\u00e1t tri\u1ec3n s\u1ef1 nghi\u1ec7p cho ng\u01b0\u1eddi l\u00e0m trong l\u0129nh v\u1ef1c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i r\u1ea5t \u0111a d\u1ea1ng:<\/p>\n

\u2013 Nh\u00e2n vi\u00ean Ch\u0103m s\u00f3c Kh\u00e1ch h\u00e0ng (Customer Service Agent) l\u00e0 b\u01b0\u1edbc kh\u1edfi \u0111\u1ea7u ph\u1ed5 bi\u1ebfn, gi\u00fap t\u00edch l\u0169y kinh nghi\u1ec7m giao ti\u1ebfp v\u00e0 hi\u1ec3u s\u1ea3n ph\u1ea9m.<\/p>\n

\u2013 Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i (Complaint Handler) chuy\u00ean tr\u00e1ch c\u00e1c tr\u01b0\u1eddng h\u1ee3p ph\u1ee9c t\u1ea1p h\u01a1n, \u0111\u00f2i h\u1ecfi k\u1ef9 n\u0103ng \u0111i\u1ec1u tra v\u00e0 \u0111\u00e0m ph\u00e1n.<\/p>\n

\u2013 Tr\u01b0\u1edfng nh\u00f3m Khi\u1ebfu n\u1ea1i (Complaint Team Lead) qu\u1ea3n l\u00fd nh\u00f3m 5 \u2013 10 nh\u00e2n vi\u00ean v\u00e0 thi\u1ebft l\u1eadp quy tr\u00ecnh x\u1eed l\u00fd chu\u1ea9n.<\/p>\n

\u2013 Chuy\u00ean vi\u00ean Qu\u1ea3n l\u00fd Ch\u1ea5t l\u01b0\u1ee3ng D\u1ecbch v\u1ee5 (QA Manager) gi\u00e1m s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n b\u1ed9 b\u1ed9 ph\u1eadn CSKH v\u00e0 x\u00e2y d\u1ef1ng ti\u00eau chu\u1ea9n \u0111\u00e1nh gi\u00e1.<\/p>\n

\u2013 Tr\u01b0\u1edfng ph\u00f2ng D\u1ecbch v\u1ee5 Kh\u00e1ch h\u00e0ng (Customer Service Manager) l\u00e0 \u0111\u00edch \u0111\u1ebfn cho nh\u1eefng ai mu\u1ed1n qu\u1ea3n l\u00fd chi\u1ebfn l\u01b0\u1ee3c CSKH t\u1ed5ng th\u1ec3.<\/p>\n

Nhi\u1ec1u chuy\u00ean vi\u00ean khi\u1ebfu n\u1ea1i gi\u1ecfi c\u00f2n chuy\u1ec3n sang l\u0129nh v\u1ef1c \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9, tr\u1edf th\u00e0nh ng\u01b0\u1eddi hu\u1ea5n luy\u1ec7n k\u1ef9 n\u0103ng x\u1eed l\u00fd xung \u0111\u1ed9t cho nh\u00e2n vi\u00ean m\u1edbi.<\/p>\n

\n

G\u1ee3i \u00fd th\u1ef1c t\u1ebf:<\/strong> N\u1ebfu b\u1ea1n m\u1edbi b\u1eaft \u0111\u1ea7u s\u1ef1 nghi\u1ec7p trong l\u0129nh v\u1ef1c n\u00e0y, h\u00e3y ch\u1ee7 \u0111\u1ed9ng xin tham gia x\u1eed l\u00fd c\u00e1c case khi\u1ebfu n\u1ea1i ph\u1ee9c t\u1ea1p (Level 2-3) thay v\u00ec ch\u1ec9 l\u00e0m case \u0111\u01a1n gi\u1ea3n. \u0110\u1ed3ng th\u1eddi, h\u1ecdc th\u00eam c\u00e1c kh\u00f3a v\u1ec1 Qu\u1ea3n l\u00fd Tr\u1ea3i nghi\u1ec7m Kh\u00e1ch h\u00e0ng (CX) tr\u00ean n\u1ec1n t\u1ea3ng Coursera ho\u1eb7c HubSpot Academy \u2014 ch\u00fang mi\u1ec5n ph\u00ed v\u00e0 gi\u00fap b\u1ea1n c\u00f3 g\u00f3c nh\u00ecn h\u1ec7 th\u1ed1ng h\u01a1n v\u1ec1 c\u00f4ng vi\u1ec7c m\u00ecnh \u0111ang l\u00e0m.<\/p>\n<\/div>\n

5. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/h2>\n

1. Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i c\u00f3 c\u1ea7n b\u1eb1ng \u0111\u1ea1i h\u1ecdc kh\u00f4ng?<\/em><\/strong><\/p>\n

Kh\u00f4ng b\u1eaft bu\u1ed9c b\u1eb1ng \u0111\u1ea1i h\u1ecdc chuy\u00ean ng\u00e0nh c\u1ee5 th\u1ec3, nh\u01b0ng h\u1ea7u h\u1ebft nh\u00e0 tuy\u1ec3n d\u1ee5ng y\u00eau c\u1ea7u t\u1ed1i thi\u1ec3u b\u1eb1ng Cao \u0111\u1eb3ng. C\u00e1c ng\u00e0nh ph\u1ed5 bi\u1ebfn bao g\u1ed3m Qu\u1ea3n tr\u1ecb Kinh doanh, Marketing, Truy\u1ec1n th\u00f4ng ho\u1eb7c Lu\u1eadt. Kinh nghi\u1ec7m th\u1ef1c t\u1ebf trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao ngang b\u1eb1ng b\u1eb1ng c\u1ea5p.<\/p>\n

2. L\u00e0m vi\u1ec7c trong m\u1ea3ng khi\u1ebfu n\u1ea1i c\u00f3 \u00e1p l\u1ef1c kh\u00f4ng?<\/em><\/strong><\/p>\n

\u00c1p l\u1ef1c kh\u00e1 cao v\u00ec ph\u1ea3i ti\u1ebfp x\u00fac th\u01b0\u1eddng xuy\u00ean v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, \u0111\u00f4i khi t\u1ee9c gi\u1eadn ho\u1eb7c hung h\u0103ng. Tuy nhi\u00ean, nhi\u1ec1u doanh nghi\u1ec7p l\u1edbn \u0111\u00e3 x\u00e2y d\u1ef1ng quy tr\u00ecnh h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean bao g\u1ed3m lu\u00e2n chuy\u1ec3n ca, ch\u01b0\u01a1ng tr\u00ecnh ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe tinh th\u1ea7n v\u00e0 \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng qu\u1ea3n l\u00fd c\u1ea3m x\u00fac.<\/p>\n

3. V\u1ecb tr\u00ed n\u00e0y kh\u00e1c g\u00ec so v\u1edbi nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i (call center)?<\/em><\/strong><\/p>\n

Nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i x\u1eed l\u00fd c\u00e1c c\u00e2u h\u1ecfi chung v\u00e0 y\u00eau c\u1ea7u \u0111\u01a1n gi\u1ea3n theo k\u1ecbch b\u1ea3n c\u00f3 s\u1eb5n. Nh\u00e2n vi\u00ean x\u1eed l\u00fd khi\u1ebfu n\u1ea1i chuy\u00ean ti\u1ebfp nh\u1eadn c\u00e1c tr\u01b0\u1eddng h\u1ee3p ph\u1ee9c t\u1ea1p h\u01a1n \u2014 \u0111\u00e3 qua t\u1ea7ng h\u1ed7 tr\u1ee3 \u0111\u1ea7u ti\u00ean \u2014 v\u00e0 c\u00f3 quy\u1ec1n \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p b\u1ed3i th\u01b0\u1eddng, ph\u1ed1i h\u1ee3p \u0111a ph\u00f2ng ban \u0111\u1ec3 gi\u1ea3i quy\u1ebft tri\u1ec7t \u0111\u1ec3 v\u1ea5n \u0111\u1ec1.<\/p>\n

Nh\u00e2n vi\u00ean x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/strong> l\u00e0 c\u1ea7u n\u1ed1i tr\u1ef1c ti\u1ebfp gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng trong nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n nh\u1ea5t. Vai tr\u00f2 n\u00e0y kh\u00f4ng ch\u1ec9 y\u00eau c\u1ea7u s\u1ef1 ki\u00ean nh\u1eabn v\u00e0 k\u1ef9 n\u0103ng giao ti\u1ebfp m\u00e0 c\u00f2n \u0111\u00f2i h\u1ecfi ki\u1ebfn th\u1ee9c ph\u00e1p lu\u1eadt, kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch v\u1ea5n \u0111\u1ec1 v\u00e0 t\u01b0 duy gi\u1ea3i ph\u00e1p. T\u1eeb ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng \u0111\u1ebfn th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, nhu c\u1ea7u tuy\u1ec3n d\u1ee5ng v\u1ecb tr\u00ed n\u00e0y v\u1eabn duy tr\u00ec \u1ed5n \u0111\u1ecbnh, m\u1edf ra c\u01a1 h\u1ed9i ph\u00e1t tri\u1ec3n s\u1ef1 nghi\u1ec7p cho nh\u1eefng ai mu\u1ed1n theo \u0111u\u1ed5i l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng chuy\u00ean s\u00e2u.<\/p>\n

Minh An<\/strong><\/p>\n

N\u1ed9i dung trong b\u00e0i mang t\u00ednh tham kh\u1ea3o v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng t\u1ed5ng quan; c\u01a1 h\u1ed9i ngh\u1ec1 nghi\u1ec7p v\u00e0 thu nh\u1eadp th\u1ef1c t\u1ebf c\u00f3 th\u1ec3 kh\u00e1c nhau t\u00f9y thu\u1ed9c v\u00e0o n\u0103ng l\u1ef1c, kinh nghi\u1ec7m, v\u1ecb tr\u00ed, doanh nghi\u1ec7p v\u00e0 th\u1eddi \u0111i\u1ec3m th\u1ecb tr\u01b0\u1eddng.<\/em><\/p>\n

\n<\/p>","protected":false},"excerpt":{"rendered":"

Nh\u00e2n vi\u00ean X\u1eed l\u00fd Khi\u1ebfu n\u1ea1i l\u00e0m g\u00ec? T\u00ecm hi\u1ec3u nhi\u1ec7m v\u1ee5 ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i, k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft, ki\u1ebfn th\u1ee9c ph\u00e1p lu\u1eadt, m\u1ee9c l\u01b0\u01a1ng v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn.<\/p>\n","protected":false},"author":58,"featured_media":15276,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[98],"class_list":["post-14637","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tu-van-nghe-nghiep","tag-kien-thuc-nganh"],"_links":{"self":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/14637","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/comments?post=14637"}],"version-history":[{"count":5,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/14637\/revisions"}],"predecessor-version":[{"id":16867,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/14637\/revisions\/16867"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/media\/15276"}],"wp:attachment":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/media?parent=14637"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/categories?post=14637"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/tags?post=14637"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}