On December 16 at the 6th-floor Hall, the HUFLIT External Relations Department cooperated with CONCENTRIX SERVICE VIETNAM to organize the talk show “Multilingual Customer Service Call Center” to help HUFLIT students gain more career orientation in this field. The program is part of the HUFLIT CAREER TALKS 2022 series of activities.
In today’s increasingly innovative market, customers are becoming more demanding in choosing a business’s products and services. To convince and meet their needs, businesses must not only focus on upgrading products but also provide thoughtful and enthusiastic support. Recognizing the potential of the Customer Service profession, especially for HUFLIT students from the Faculty of Foreign Languages and the Faculty of Oriental Languages and Cultures, the HUFLIT External Relations Department cooperated with CONCENTRIX SERVICE VIETNAM to organize the talk show “Multilingual Customer Service Call Center. The program was honored to welcome the speaker, Ms. Nguyen Le Thanh Thao – Service Delivery Manager II, along with HUFLIT alumni currently working at CONCENTRIX.
With more than 10 years of experience in the customer service field, Ms. Thao provided definitions of the CSKH field, along with insightful analysis of practical situations tied to our daily lives, helping students visualize an overview of the profession.
Customer service is not just limited to answering inquiries
Specifically in the CSKH field, you will have to listen to customer needs and inquiries surrounding the business’s products and services. Then, analyze and resolve these issues, offering solutions to satisfy and bring them satisfaction.
CSKH does not stop at answering customer inquiries, but you will also perform tasks related to sales and upsell.
For sales, the company will provide you with a list of potential customers, and then you will contact them to support as well as introduce services and products. This pool of potential customers will be people who have only experienced the products or services a few times or are just interested in the brand. Therefore, this customer base requires you to have the persuasiveness and ability to guide customers to become brand loyalists.
Unlike sales, up-selling revolves around advising loyal customers during new product launches or special events. The purpose of this is to help customers maintain a long-term bond with the business and help increase product revenue.
Directions for students when they do not know which path to take in the profession
Students often wonder if there is a suitable and easy path for them when entering this profession?
To demystify this and provide appropriate guidance for students, Ms. Thao offered suggestions to help them refer to and choose the right path. Specifically, for those who love human-to-human communication and persuading others through words, they should start with a Call center. Therefore, with a Call Center, you learn many great things through communicating with customers. Conversely, if you are someone who likes to support customers according to a predetermined framework, CSKH will be very suitable.
As Ms. Thao shared, “If you do not know what you must do, or what you desire to develop your career path in this field, the Call center will be the most convenient direction for you.” In addition, you should recognize what you lack and what you need to cultivate to meet job requirements by interning in job-related positions, participating in extracurricular activities, and community projects to enrich your soft skills and develop yourself.
The benefits that the profession brings to you
Due to the nature of the job requiring human-to-human communication, you will interact with many customers every day. Within your customer base, there will be both difficult and easygoing individuals, and your task is to satisfy them as much as possible. Therefore, whenever making phone calls, you may encounter difficult people or unfavorable situations, which require you to handle them tactfully. Through this, these situations will train your problem-solving skills, customer communication, increase your stress tolerance, and teach you how to put yourself in others’ shoes.
At the same time, it helps you cultivate discipline, adherence to rules, and patience. There are many long calls lasting up to 30 minutes or even an hour just to persuade a customer. Therefore, you cannot afford to get discouraged, impatient, or rush customers into being satisfied or choosing your product/service immediately.
At the end of the session, to bring job opportunities to HUFLIT students, CONCENTRIX organized an interview session at the Seminar Room with the desire to find foreign language talents. Additionally, students can start working at the company immediately after a successful interview.
It can be said that this is a special opportunity brought by the External Relations Department and CONCENTRIX to the students, especially those from the Faculty of Foreign Languages and the Faculty of Oriental Languages and Cultures. Not only do you get to listen to career opportunity sharing, but you also get interviewed and work directly at CONCENTRIX.
Some photos from the interview session:
Enterprise Network – HUFLIT External Relations Department
828 Su Van Hanh, Ward 13, District 10, HCMC
Email: qhdn@huflit.edu.vn
Web: https://jobhub.huflit.edu.vn
Hotline: (028)38632052 – extension 111
Nguyen Van Thanh Tai
Vi
En