Responsibilities and Duties:
As the Customer Services Manager, your responsibilities will include:
Enhance customer service to drive engagement and organic growth;
Manage daily customer interactions, addressing inquiries and guiding them to appropriate services;
Oversee customer service teams, ensuring performance standards and service quality;
Train, mentor, and manage team members to foster professional growth;
Set and track customer satisfaction targets, collaborating to meet or exceed them;
Develop and implement service procedures, policies, and standards for consistency and quality;
Enforce policies to streamline operations and ensure effective and professional complaint handling;
Design and execute customer loyalty programs to boost retention and revenue;
Monitor team performance via key metrics (response time, resolution rate, customer satisfaction, etc…) and provide feedback;
Analyze performance data and prepare reports for evaluation;
Stay updated on industry trends and technology, implementing improvements;
Lead initiatives to improve service workflows and enhance the customer experience;
Perform other tasks as assigned by the Board of Directors.
Qualifications and Skills:
At least 5 years of experience in customer service, with 3+ years in a management role (preferably in a call center);
Fluency in English (4 skills);
Proficient with customer service software, tools, and multi- channel service;
Bachelor’s Degree in Business Administration, Communication, or related field;
Strong experience handling complaints and leading teams in fast- paced environments, high- performing teams;
Experience in analyzing data to drive service improvements and customer experience programs;
Awareness of the latest industry trends and technologies;
Advanced troubleshooting, multitasking, and client- facing communication skills;
Have a personal Laptop.
At bTaskee, we don’t just work – we thrive with top- notch benefits!
Competitive Salary – Rewarded based on your experience and skills;
KPI- Based Salary – Earn what you deserve through your contributions;
13th- Month Bonus – Rewarded based on both your performance and the company’s success;
Annual Performance Review – Unlock growth opportunities every year;
BYOD Support – Get an allowance while enjoying the flexibility of using your own laptop;
Comprehensive Healthcare – Regular check- ups & a premium health package;
Premium Healthcare- Exclusive top- tier health insurance for your well- being;
SHUI Compliance – Contributions aligned with legal regulations;
Generous Leave Policy – Enjoy 12–16 annual leave days per year;
Celebration Perks – Special benefits for birthdays, weddings, childbirth, and more;
Engaging Workplace – Activities & exciting team- building events;
Advance Home Care Benefit – Get a monthly bTaskee package, freeing up your time for learning, relaxation, and self- care.
Working Location: HQ Tower- 9 Tran Nao, An Khanh Ward, Thu Duc City, HCMC
Working Schedule: Monday to Friday- 09:00 AM to 06:00 PM
