About Dat Bike
Dat Bike is a technology startup with the mission to transform all gasoline motorbikes into electric vehiclesfirst in Vietnam, and across Southeast Asiawithout requiring users to sacrifice any convenience.
To achieve this vision, Dat Bike is looking for top talents to join us on this journey.
Job Responsibilities
1.Customer Service Operations
- Manage customer service teams to deliver consistent, high-quality support across all channels (online and offline).
- Establish and enforce service standards and protocols to enhance customer satisfaction.
- Ensure alignment in customer service delivery between Dat Bike retail operations and dealership partners.
- Partner with sales, product, marketing, and operations teams to ensure a unified approach to resolving customer concerns and enhancing experiences.
- Act as a central point of contact between Dat Bike and dealerships to maintain service and experience standards.
- Handle escalated customer issues and ensure their timely and satisfactory resolution.
2.Customer Satisfaction & Performance Management
- Monitor, analyze, and report on customer satisfaction metrics (CSAT, NPS) to evaluate service effectiveness.
- Identify root causes of customer dissatisfaction and develop action plans to address them.
- Track performance trends and implement continuous improvement initiatives to meet satisfaction goals.
- Develop and maintain systems for logging, tracking, and resolving customer complaints.
3.Customer Experience (CX) Management
- Design and optimize the end-to-end customer journey across all touchpoints, ensuring a seamless and delightful experience.
- Gather and analyze customer feedback to uncover pain points and opportunities for improvement.
- Collaborate with marketing, product, and operations teams to implement CX enhancements.
- Develop CX strategies to improve brand loyalty and advocacy.
4.Training & Development
- Design and deliver training programs to enhance customer service skills and product knowledge for internal teams and dealership partners.
- Evaluate training effectiveness and update materials to address emerging challenges and customer needs.
Requirements
- Minimum of 5 years of experience in customer service and/or customer experience management, preferably in a retail or dealership setting.
- Proven track record in improving customer satisfaction and experience metrics (CSAT, NPS).
- Bachelor's degree in Business Administration, Customer Experience, Marketing, or a related field.
- Strong leadership and team management skills.
- Excellent problem-solving, analytical, and project management abilities.
- Proficiency in customer service software, CX tools, and CRM systems.
- Outstanding communication and interpersonal skills.
- Customer-obsessed mindset with a passion for creating exceptional experiences.
- Proactive, innovative, and detail-oriented.
- Adaptable and capable of managing multiple priorities in a fast-paced environment.
Benefits
- Competitive salary based on experience and capability.
- Full social insurance, health insurance, unemployment insurance, and additional health coverage.
- Lunch allowance.
- Training and development opportunities to enhance professional skills.
Work Location
Dat Bike Factory, Lot II-1, Road No. 1, CN2 Industrial Group, Tan Binh Industrial Park, Tay Thanh Ward, Ho Chi Minh City, Vietnam.
