Talentnet's client - An international company is looking for Customer Service Manager who will be responsible for leading and optimizing customer care operations in Vietnam to ensure superior customer satisfaction, loyalty, and retention, while aligning with company's global standards and local business objectives.
Key Responsibilities
- Strategic Leadership: Develop and execute the Customer Care strategy for Vietnam, ensuring alignment with local market needs and company's global customer experience vision.
- Operational Excellence: Oversee daily customer service operations across all channels (phone, email, social media, live chat).
- Team Management: Lead, coach, and develop the Customer Care team to deliver consistent, high-quality service and achieve KPIs (response time, resolution rate, CSAT, NPS).
- Process Improvement: Drive service process enhancements, automation initiatives, and best practices to improve efficiency and satisfaction.
- Customer Advocacy: Represent customer needs internally and provide insights for product, service, and policy improvement.
- Performance Monitoring: Track, analyze, and report customer service metrics to the Finance Director and key stakeholders.
- Compliance & Standards: Ensure compliance with company policies, data protection requirements, and quality standards.
- Escalation Management: Handle complex cases and complaints to ensure timely, satisfactory resolution.
Requirements (Shortened)
- Bachelor's degree in Business Administration or related fields.
- 7+ years in customer care/service management, including 3+ years in a leadership role.
- Strong leadership, communication (Vietnamese & English), and problem-solving skills.
- Experience with CRM/omnichannel platforms; data-driven mindset.
- Ability to work in a fast-paced, multicultural environment; willing to travel.
- High professionalism and strong understanding of Vietnam's consumer market.
