Customer Services Manager

Enforce policies to streamline operations and ensure effective and professional complaint handling;
Design and execute customer loyalty programs to boost retention and revenue;
Analyze performance data and prepare reports for evaluation;
Develop and implement service procedures, policies, and standards for consistency and quality;
Set and track customer satisfaction targets, collaborating to meet or exceed them;
Enhance customer service to drive engagement and organic growth;
Monitor team performance via key metrics (response time, resolution rate, customer satisfaction) and provide feedback;
Lead initiatives to improve service workflows and enhance the customer experience;
Oversee customer service teams, ensuring performance standards and service quality;
Stay updated on industry trends and technology, implementing improvements;
Perform other tasks as assigned by the Board of Directors.
Manage daily customer interactions, addressing inquiries and guiding them to appropriate services;
Train, mentor, and manage team members to foster professional growth;

Awareness of the latest industry trends and technologies;
Bachelor’s Degree in Business Administration, Communication, or related field;
Experience in analyzing data to drive service improvements and customer experience programs;
Strong experience handling complaints and leading teams in fast- paced environments, high- performing teams;
At least 5 years of experience in customer service, with 3+ years in a management role (preferably in a call center);
Advanced troubleshooting, multitasking, and client- facing communication skills.
Fluency in English (4 skills);
Proficient with customer service software, tools, and multi- channel service;

Company trip, team building;
Annual leave days: 12 days/year;
Social, health & unemployment insurance;
Work from home: 3 days/ month;
Advantage benefit: Receive 10 hours/month of in- house cleaning services through bTaskee, help you to prioritize relaxation and self- care.
Performance reviews twice a year;
Competitive salary in line with experience and capability;
Premium health care Package for all employee;
Package Salary: 13 months of salary;

Cập nhật gần nhất lúc: 2024-12-28 07:50:02