Customer Service Manager

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