Customer Service Team Lead

Company Overview
We’re looking for a Customer Service Lead to manage our CS team and elevate customer experience.
BonbonCar Vietnam is at the forefront of automotive technology, specializing in smart car- sharing solutions and innovative smart car kits. Based in Sala, our company thrives on the cutting- edge intersection of software and hardware technology, fueled by a vibrant team of young, dynamic talents. Our leadership includes a seasoned entrepreneur with a track record of successful ventures in both the US and Vietnam.
Responsibilities

Collaborate with the Operations Manager to develop strategies for service improvement, including team training on products and complex case handling.
Handle high- level complaints, coordinating with stakeholders (owners, renters, hardware/software teams) to ensure maximum satisfaction.
Manage and lead the Customer Service (CS) team, including recruitment, training, and performance evaluation to ensure effective operations.
Oversee the handling of renter and car owner requests or complaints related to bookings, ensuring timely and professional responses.
Build and optimize customer support processes, integrating with software and hardware systems to resolve issues such as vehicle tracking, risk alerts, or transaction disputes.
Monitor and report on CS- related KPIs, including response time, customer satisfaction rate, and number of resolved complaints.
Work with the Operations Manager to manage risks and resolve escalated cases.
Collect customer feedback to propose service improvements, contributing to the overall customer experience on the Bonboncar platform.

Cập nhật gần nhất lúc: 2025-09-04 21:10:02