Customer Service Manager
Erreur
☞ Công ty cổ phần happy life international Việt Nam
Vue: 197
Jour de mise à jour: 11-02-2024
Localisation: Ho Chi Minh
Catégorie: Autre Restauration / Hôtel / Tourisme Marketing / RP
Nombre de recrutements: 1 người
Niveau: Trưởng nhóm
Salaire: 18-25 triệu
Expérience: 3 năm
Le genre: Không yêu cầu
Description de l’emploi
*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.
Exigences de l’emploi
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).
Bénéfice d’emploi
• 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.
Date limite: 23-04-2024
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