Customer Service Manager

Job Overview And Responsibility

• The Customer Service Manager is responsible for providing the high and continuously improved standard services and supports the company’s wide range of customers,
• clients, and partners to meet the business objectives; by establishing, managing, and optimizing the customer services objectives, capabilities, policies, standards, and SOP.
• The position needs to secure and monitor the daily operations of the CS division; to provide leadership and guidance to the subordinates to ensure both the service
• deliveries and the division’s stability and development.
• ­ Achieving the Customer Service OKR and KPI are given by the company management board;
• ­ Developing the ability and capability of the unit to meet the business requirement, ensure the scalability of the services;
• ­ Developing and delivering customer service policies, service level standards, protocols, and processes to provide high quality, consistent, and effective services/supports to the customers and clients, include:
• ­ Customer inquiry handling;
• ­ Customer dispute handling;
• ­ Partner inquiry handling; and
• ­ Internal ticket handling.
• ­ Managing the daily operations of customer services, communication channels include in­app­chat, call center, email, social pages, and walk­in.
• ­ Be the owner or active contributor to the research and development of the products, app features, services, customer­
• related policies, and processes.
• ­ Be the owner of the company Help page, manage and develop content, monitor customer feedback, and tracking metrics.
• ­ Monitoring and optimizing the productivity of the unit.
• ­ Quantitatively monitoring customer satisfaction level, conducting research, analyzing to improve customer happiness and engagement (NPS/CSAT).
• ­ Collaborating with and providing supports to other divisions in:
• + Compliance, Infosec program/activities;
• + Anti­fraud, AML program/activities; and
• + Market research program/activities.

Required Skills and Experience

• ­ 3+ yrs in customer service, customer support or related functions;
• ­ 1+ yrs in managemental position, managed 6+ people;
• ­ Experienced in e­commerce/digital­product/banking/platform or company that serves 1Mn+ users
•  Recruired professional skills
• ­ Team management;
• ­ Customer services/support;
• ­ CRM/Ticketing system operation;
• ­ Process development and optimization;
• ­ Research and Training;
•  Required soft skills
• ­ Good problem­solving;
• ­ Excellent time­management;
• ­ Excellent negotiation;
• ­ Good account management;
• ­ Self­motivation and team­motivation;
• ­ Cross­levels and cross­parties collaboration.
• Education requirements: BS/BA up ­ No specific major requirement. Language requirements:
• ­ Vietnamese: native
• ­ English: working proficiency
•  Personal qualities
• ­ Passionate about customer service and customer experience areas;
• ­ Great sense of responsibility;
• ­ Open­minded and adaptive;
•  Why Candidate should apply this position
•  ­ Competitive salary
• ­ Allowances: Company policy
• ­ Provided equipment: Standard laptop, 23” screen, IP phone, headset
• ­ Software/access: Gsuite, Asana, Vidiva Ops/CS­Manager, Social page admin60

Prefer if candidate have

• Product/Tool development;
• ­ Content development;
• ­ Data analytics (basic+);
• ­ Good at self­control;
• ­ Detail­oriented;
• ­ Life­time learner;
• ­ Humorous. Reporting to Operations Director