Customer Service Manager

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☞ Công ty cổ phần happy life international Việt Nam

Ver: 191

Día de actualización: 11-02-2024

Ubicación: Ho Chi Minh

Categoría: Otra Restaurante / Hotel / Turismo Marketing / PR

Número de reclutas: 1 người

Posición: Trưởng nhóm

Salario: 18-25 triệu

Experiencia: 3 năm

Sexo: Không yêu cầu

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Descripción del trabajo

*Customer and Supplier Service:

- Lead and manage functions of customer service hotline and logistic operation, etc.

- Lead calls and meetings with existing and potential customers or suppliers based in Australia and Vietnam.

- Handle and resolve customers’ and suppliers’ specific inquiries, claims and complaints.

- Manages operation teams to ensure operational excellence and excellent customer service.

- Achieve customer and supplier satisfaction and build relationships with them.

- Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience.

*Feedback and Reports:

- Collect customer insights from various channels and provide feedback to responsible departments.

- Maintain and provide the reports on customer and supplier service performance highlighting variances to the targets set on defined KPI’s.

- Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to the team, department KPIs and service quality standards.

*Planning and Training:

- Design and implement quality assessment effective and customer and supplier service procedures, policies, and standards.

- Identify training needs, design training modules, and conduct regular training in respect of operations and service standard.

*Others:

- Identify the new opportunities by market research and attracting new customers and suppliers.

- Provide support for external team to help maximize KPIs of the company.

Requerimiento de trabajo

We are looking for a customer-centric employee with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the Country Director – Vietnam.

The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses.

- At least 3-5 years’ experience in Marketing, Sales or Customer Services and previously held Managerial roles in Customer Services field, preferably in the Hospitality and/or Call Centre environment. Ability to work with English speaking stakeholders and high net-worth customers.

- Solid understanding of customer behaviors & complaint handling.

- Ability to work under pressure involves dealing with constraints might be outside of your control.

- Strong sense of prioritization, and structured mindset to cover multiple things at the same time.

- Excellent leadership and interpersonal skills, strategy planning and good management skills.

- Having excellent oral communication capability in both Vietnamese and English (IELTS 7.0+ in Speaking and Listening or equivalent).

- Proficiency of computer skill in Microsoft Office (Word, Excel, Powerpoint, etc.).

- Have good general knowledge of the Australia’s lifestyle and culture - studied or worked in Australia previously (preferred but not essential).

- Graduated from University with majors in: Commerce, Marketing, Business Administration or Hotel Management (preferred but not essential).

Beneficio laboral

• 12 days of paid annual leave

• 13th month salary & KPI Bonus

• Annual assessments and salary reviews

• Having opportunity of promotion and training

• Team building activities

• Personal Laptop

• Attractive compensation and benefit package in accordance with current Laws and the Companys regulations.

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