Customer Service Manager

Operations & Team Management
Manage and coordinate the Customer Service/Call Center team to ensure scheduling and information intake processes are executed accurately, consistently, and in full compliance across all channels (hotline, website, mobile app, social media, Zalo, etc.).
Guide and supervise advisors to ensure they deliver accurate and customer- appropriate information.
Regularly update and maintain documentation related to new services, special intake processes, and consultation scripts tailored to different customer groups (VIP, health insurance, corporate clients, etc.).
Customer Care & Issue Resolution
Respond to complex inquiries and handle customer complaints in a prompt, professional manner.
Monitor service quality across all interaction channels including calls, messages, and online platforms.
Implement post- visit care activities, follow- up appointment reminders, and promotional program consultations.
Strategy & Training
Lead quality assessments of the team and continuously refine consultation scripts based on customer feedback.
Develop plans and propose strategies to enhance call center performance and improve customer experience.
Conduct regular training on consultation skills, problem- solving, service updates, and new processes.
Reporting & Performance Analysis
Prepare weekly and monthly performance reports and recommend process improvements based on data insights.
Track and analyze KPIs such as call handling time, booking rates, customer satisfaction (CSAT), customer return frequency, and successful calls.
System & Technology Management
Train staff to proficiently use customer support tools and maximize their effectiveness in customer service
Ensure stable operation of essential systems such as CRM, auto- dialer, and scheduling software.

Excellent communication, persuasion,
Healthcare, clinic or service industry experience is an advantage.
Leadership
Analytical skills for performance tracking and improvement.
Background in healthcare, insurance, education, or service industries is highly preferred.
Strong coaching and team leadership abilities.
Customer- Centric Mindset
Long- term commitment and career interest in sales and customer service in the healthcare sector.
Good command of English
Minimum 3 years of experience in managing a customers service/ Call center team.
Proficient in Excel and CRM tools.
Ownership & Accountability
Result- Oriented Thinking
Bachelor&039;s degree or higher in Business Administration, Sales, Marketing, or related fields.

Exciting company events: Embark on summer trips, annual parties, team- building activities, and so much more fun are waiting for you.!
Get periodic health checks according to company policy
Being trained and developed professional skills, career
Young, friendly and professional working environment
Yearly bonus base on business efficiency
Health Insurance
Performance review once a year
Discount promotion for staff and relatives up to 60%

Cập nhật gần nhất lúc: 2025-09-20 12:55:03