Job Reference L95V6VXY

Role Summary:
As the Customer Services Manager, you will lead the customer service team to ensure outstanding service delivery and customer satisfaction. You will drive improvements in service quality, implement efficient processes, and manage escalations, creating a seamless experience for our customers.

Key Responsibilities:

• Team Leadership: Lead and mentor a team of 15-20 customer service representatives to achieve individual and team performance goals.
• Performance Management: Set clear KPIs, conduct regular performance reviews, and support professional growth within the team.
• Service Quality & Process Improvement: Identify and implement strategies to improve service quality and efficiency; work on process automation where applicable.
• Customer Satisfaction: Track customer feedback, analyze trends, and lead initiatives to enhance satisfaction and retention.
• Complaint & Escalation Management: Oversee escalations and coordinate with relevant teams to resolve issues in a timely manner.
• Reporting: Develop reports on key metrics and present findings to upper management, suggesting actionable improvements.

Qualifications:

• Bachelors degree in Business, Customer Service, or a related field.
• 3+ years in customer service management, preferably in tech or on-demand services.
• Proven experience in leading mid-sized teams and driving performance.
• Strong analytical skills with a data-driven approach to process improvements.
• Good communication skills in both English and Vietnamese.