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