Customer Service Supervisor

WHAT IS DIBEE ?

Connexion Vietnam was established in 2018 in Vietnam to develop digital payment services for corporates.

With Dibee brand, the company offers a unique solution that include e-payment services and data management for fleet owners (fuel cards, toll or maintenance solutions)

CONTEXT

• Dibee is now used by over 60 companies with 100% retention rate. (DHL, DB Schenker, AVIS, INSEE Vietnam Post, Transimex.....) and agreement with 600 Gas Stations. (PV OIL, Petrolimex, SFC, STS...)
• Dibee solution facilitate the transactions/payment between corporate and gas stations.
• Dibee contributes to the digital transformation in an ecosystem that critically need to improve in efficiency (logistics, transport and fuel retail)
• Dibee plan to expand it market penetration by offering new services to fleet owners and to diversify to a new service targeting e-commerce and BtoB marketplace.
• We are looking for a candidate with strong customer service mindset and familiar with digital technology environment.

POSITION KEY RESPONSIBILITIES

As part of Dibee team, your responsibilities will cover:

l Customer support :

o Deployment and training new customers

o Conducting service support to external stakeholders when required with excellent

service quality

o Professional and engaging dealings with customers over the phone, via email and in

person.

o Set up client and merchant in the system mainly with CRM and proprietary

management software

o Action leads, customer inquiries and complaints in an appropriate manner.

o Deliver several data analytics on external stakeholders’ activities and performance.

Administration:

o Contract management and compliance

o Payment collection verification.

o Follow up on claim process and dispute resolution

Sales admin support

o Action leads, customer enquiries

KEY STAKEHOLDERS

l Internal stakeholders

l IT

l Sales team

l Managing director

l External stakeholders 

l Clients: corporate employees (drivers, fleet manager, admin, accountants).

l Merchants: gas station owners /managers, accountants

REQUIRED SKILLS AND PROFILE

We are looking for individuals with [5-7 years] experience in a similar function in transport & logistics services indistry or fleet management services. Candidates who have specific certificate related to Customer service are prioritized.

He/she will also have to demonstrate:

• Ability in communication.
• Able to document and develop strong processes.
• Excellent IT soft skills (Office & CRM)
• Ability to problem solve and take responsibility for a process area.
• Engaging interpersonal skills in person and over the phone.
• Proven customer service and telephone sales skills.
• Detail thinking.
• Able to listen and respond to needs of others.
• Ability to organize and prioritize multiple tasks. Diligent and ensure tasks are fully completed.
• Committed and passionate about developing a career in a professional business environment.
• Languages required: Vietnamese and English (good level)

EXPECTED START DATE: immediately

OTHER DETAILS Location: HCMC Dist 2