Company Overview
BonbonCar Vietnam is at the forefront of automotive technology, specializing in smart car-sharing solutions and innovative smart car kits. Based in Sala, our company thrives on the cutting-edge intersection of software and hardware technology, fueled by a vibrant team of young, dynamic talents. Our leadership includes a seasoned entrepreneur with a track record of successful ventures in both the US and Vietnam.
We're looking for a Customer Service Lead to manage our CS team and elevate customer experience.
Key Responsibilities
- Manage and lead the Customer Service (CS) team, including recruitment, training, performance evaluation, and motivation to ensure high team efficiency.
- Supervise the handling of inquiries and complaints from renters and car owners related to rental transactions, ensuring prompt, professional, and effective resolution.
- Develop and optimize customer support processes, while overseeing parts of the rental operation workflowfrom booking to completionintegrating with software and hardware systems to minimize risks and enhance efficiency.
- Monitor and report on key KPIs related to CS and operations, such as response time, customer satisfaction rate, order completion rate, and complaint resolution metrics, directly to the line manager.
- Analyze operational data, collaborate with relevant departments to identify issues, propose improvements, and mitigate risks such as delays or disputes.
- Work closely with software and hardware teams to support rental operations and enhance the overall user experience.
- Coordinate with other departments to develop service improvement strategies, including team training on product knowledge and complex case handling.
- Develop and implement customer service enhancement strategies integrated with operations, aimed at improving satisfaction for both car owners and renters while supporting business objectives.
- Handle urgent or escalated rental-related issues and coordinate with stakeholders to ensure quick and effective resolution; manage risks and complex operational situations as they arise.
- Collect customer feedback to propose service improvements, while assisting in monitoring budgets related to CS and basic operational activities.
Qualifications
- Bachelor's degree in Business Administration, Customer Service, Logistics, Operations, or a related field.
- At least 3 years of experience in customer service and operations, with a minimum of 1 year in a CS leadership or equivalent role preferably within car rental, logistics, tech platforms, or online services.
- Strong leadership skills with the ability to manage teams and drive high performance under pressure.
- Excellent communication, listening, and problem-solving skills, combined with data analysis proficiency using tools such as Excel, Google Analytics, CRM, or operations management software.
- Deep understanding of IoT technology, GPS systems, traffic regulations, vehicle safety, and car rental platforms is a strong advantage.
- Strong teamwork, reporting, and independent problem-solving abilities, with creativity and accountability.
- Good command of English (spoken and written); willingness to work flexible shifts if required.
What We Offer
- The opportunity to work in a fast-paced, innovative environment.
- Gain practical experience in a fast-paced industry with a focus on data-driven operational improvement.
- A dynamic and supportive team of young, talented professionals.
- Opportunities for personal and professional growth.
Working time and location
- Monday Friday: 8:30 am 6:00 pm (1.5 hour break)
- Address: No. 69, B4 Street, An Khanh Ward, Ho Chi Minh City.
HOW TO APPLY
Interested candidates are invited to send their resume and a brief cover letter to the following email address: [Confidential Information]. More Info: Inbox us or contact Zalo 0903 938 869 (HR Recruitment Team)
At BonbonCar Vietnam, we are passionate about driving the future of smart mobility. If you are ambitious, innovative, and ready to make a significant impact, join us in redefining the automotive experience in Vietnam and beyond.
