Customer Service Manager #PFS860070

​Job Overview And Responsibility

The Customer Service Manager is responsible for providing the high and continuously improved standard services and supports the company’s wide range of customers, clients, and partners to meet the business objectives; by establishing, managing, and optimizing the customer services objectives, capabilities, policies, standards, and SOP.

The position needs to secure and monitor the daily operations of the CS division; to provide leadership and guidance to the subordinates to ensure both the service deliveries and the division’s stability and development.

• Achieving the Customer Service OKR and KPI are given by the company management board;
• Developing the ability and capability of the unit to meet the business requirement, ensure the scalability of the services;
• Developing and delivering customer service policies, service level standards, protocols, and processes to provide high quality, consistent, and effective services/supports to the customers and clients, include:
• Customer inquiry handling;
• Customer dispute handling;
• Partner inquiry handling; and
• Internal ticket handling.
• Managing the daily operations of customer services, communication channels include in-app-chat, call center, email, social pages, and walk-in.
• Be the owner or active contributor to the research and development of the products, app features, services, customer-related policies, and processes.
• Be the owner of the company Help page, manage and develop content, monitor customer feedback, and tracking metrics.
• Monitoring and optimizing the productivity of the unit.
• Quantitatively monitoring customer satisfaction level, conducting research, analyzing to improve customer happiness and engagement (NPS/CSAT).
• Collaborating with and providing supports to other divisions in:
  • Compliance, Infosec program/activities;
  • Anti-fraud, AML program/activities; and
  • Market research program/activities.

Required Skills and Experience

• 3+ yrs in customer service, customer support or related functions;
• 1+ yrs in managemental position, managed 6+ people;
• Experienced in e-commerce/digital-product/banking/platform or company that serves 1Mn+ users.

Required professional skills

• Team management;
• Customer services/support;
• CRM/Ticketing system operation;
• Process development and optimization;
• Research and Training;

Required soft skills

• Good problem-solving;
• Excellent time-management;
• Excellent negotiation;
• Good account management;
• Self-motivation and team-motivation;
• Cross-levels and cross-parties collaboration.

Education requirements: BS/BA up – No specific major requirement.

Language requirements:

• Vietnamese: native.
• English: working proficiency.

Personal qualities

• Passionate about customer service and customer experience areas;
• Great sense of responsibility;
• Open-minded and adaptive;

Why Candidate should apply this position

• Competitive salary.
• Allowances: Company policy.
• Provided equipment: Standard laptop, 23” screen, IP phone, headset.
• Software/access: Gsuite, Asana, Company Ops/CS-Manager, Social page admin60.

Prefer if candidate have

• Product/Tool development;
• Content development;
• Data analytics (basic+);
• Good at self-control;
• Detail-oriented;
• Life-time learner;
• Humorous.

Reporting to

• Operations Director

Interviewing Process

• 4 Rounds: Phonescren > Test > Interview 1 > Interview 2