Customer Service Manager
Rủi Ro và Tư Vấn Thanh Toán - Hỗ trợ Kinh doanh & Chăm Sóc Khách Hàng
07/07/2025

JOB DESCRIPTION
1. Oversee daily customer service operations:
- Supervise customer service teams across various channels (call, chat, email, social media, in-person)
- Ensure compliance with company policies, procedures, and service-level agreements (SLAs)
2. Develop and improve customer service processes:
- Propose improvements to optimize customer care workflows and enhance retention
- Collaborate with other departments (sales, marketing, operations, etc.) to resolve complaints and customer feedback effectively
3. Team development and management:
- Recruit, train, evaluate performance, and develop the capabilities of customer service staff
- Foster a positive work environment to enhance motivation and productivity
4. Monitor and report on performance metrics:
- Establish and track key performance indicators (KPIs) such as CSI, NPS, FCR, AHT, etc
- Analyze data and customer feedback trends to provide strategic recommendations for customer experience improvement
5. Leverage technology and automation:
- Recommend or support the implementation of technologies (CRM, chatbots, ticketing systems, etc.) to enhance customer service efficiency
6. Others:
- Create and manage CHR related to Team in-charged
- Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations
- Create and control motivation program for subordinates
- Manage budgets and costs effectively in respect of the planning process
- Other tasks are assigned by Line Manager
KEY REQUIREMENTS
- Minimum of 5 years of experience in Customer Service, with at least 2 years in a leadership/managerial role (Supervisor/Manager)
- Bachelor's degree
- Quick learner with the ability to grasp end-to-end processes and cross-functional policies
- Strong leadership, people management, and interpersonal skills
- Well – structured, excellent verbal and written communication
- Proficient in English
- Good Presentation skills
COMPENSATION & BENEFITS
- 13th Salary Fixed and KPI Bonus
- Premium Health Care
- 24/7 Accidental Insurance
- 100% Social Insurance
- Meal + Phone Allowance
- Yearly Medical Checkup
- 18 Annual Leaves
- Professional and Transparent Working Environment
- Apply Latest Financial Technology in the World
TP. Ho Chi Minh