Customer Service Quality Supervisor

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Job Overview:

We are looking for a Customer Service Quality Supervisor to ensure top-quality customer service across our Dealer and Distributor network according to Vinfast standards. You will monitor, evaluate, and improve customer service processes while managing roadside assistance quality to enhance the overall customer experience.

Key Responsibilities:

• Supervise and assess customer service quality at Dealers/Distributors.
• Conduct regular and surprise audits on booking and complaint handling processes.
• Propose improvements to meet and exceed VinFast service standards.
• Develop and deliver training programs for Dealer customer service staff.
• Manage and monitor roadside assistance operations and ensure SLA compliance.
• Analyze customer service and roadside assistance data, prepare reports, and recommend enhancement initiatives.
• Collaborate with partners and internal teams to resolve complex service issues.

Job Requirements:

• Bachelor's degree in Business Administration, Marketing, or related fields.
• Minimum 4 years experience in customer service, after-sales, or service quality control, preferably in automotive/motorcycle manufacturing or dealership networks.
• Experience working with dealer/distributor systems is a plus.
• Strong skills in training, process control, data analysis, and service evaluation.
• Proficient in Excel and conversational English.
• Excellent communication skills, proactive, and able to handle pressure.
• Willingness to perform field visits and on-site inspections.

We appreciate your interest in this opportunity. Given the high volume of applications, we will only be able to contact shortlisted candidates. We value your understanding and patience in this process. Thank you for your interest and cooperation.