Customer Service Manager

Collaborate with Sales, Marketing, and Product teams to optimize customer experience.
Analyze customer feedback to identify opportunities for service improvement.
Provide regular performance reports and propose improvement initiatives when necessary.
Manage and ensure that customers receive timely and effective support while driving your team to achieve service targets. Train, mentor, and develop customer support staff.
Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction score (CSAT).
Manage customer support tools and CRM software.
Build and implement customer service policies and best practices.
Ensure compliance with company policies and industry regulations.
Lead customer support teams, handle escalated issues, and ensure customer satisfaction. Oversee daily customer service operations and team performance.
Develop strategies to improve service quality, address customer concerns, and enhance overall customer experience.
Stay updated on emerging trends and technologies in customer service.

REQUIREMENT

Excellent problem- solving and conflict- resolution skills. Proactive with a high sense of responsibility.
Deep understanding of customer service best practices and industry standards.
Strong knowledge of CRM software (Salesforce, Zendesk, Freshdesk, HubSpot, etc.). Experience in customer data analysis and service improvement initiatives.
Outstanding communication and interpersonal skills. Ability to handle high- pressure situations and escalations effectively.
Minimum 2 years of experience in a similar managerial role, preferably in online education, telemedicine, hospitality, or related industries. Strong preference for candidates with experience in the education sector.
Willingness to work overtime when necessary and able to perform under pressure.
Proficiency in foreign languages is a plus, especially candidates with an English teaching background.
Strong leadership, training, and team management abilities.

BENEFITS

Salary: 18,000,000 – 25,000,000 VND + allowances
Clear career growth path with flexible salary increases based on performance and contributions.
Spacious, modern, and well- equipped office environment.
Continuous professional training and development opportunities.
Holiday and festival bonuses as per company policy.
Exposure to PalFish ecosystem products, with a well- structured Singaporean learning program.
Compliance with all employee benefits as required by the Vietnam Labor Code.
Opportunity to work in a multinational environment.
Full coverage of social, health, and unemployment insurance; annual company trip.
Paid leave, public holidays, and personal leave in accordance with labor law (≥ 12 days/year).

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Cập nhật gần nhất lúc: 2025-10-06 03:35:03