Customer Service Manager (Lương Cơ Bản 18 - 25 Triệu)

Loại hình

Full-time

Vị trí/chức vụ

Trưởng Nhóm/Trưởng Phòng

Yêu cầu bằng cấp (tối thiểu)

Đại Học

Yêu cầu kinh nghiệm

2 - 3 năm

Ngày đăng tuyển

10/05/2025

Số lượng tuyển

Ngành nghề

Kỹ năng

Tư Vấn Bán Hàng, Chăm Sóc Khách Hàng

Địa điểm làm việc

- 35 Le Van Thiem - Stellar Garden Building, Thanh Xuan

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Mô tả công việc

Lead customer support teams, handle issues, and ensure customer satisfaction. Oversee daily customer service operations and team performance.
Develop strategies to improve service quality, resolve customer issues, and enhance the overall customer experience.
Provide regular reports on achieved results and propose improvements when necessary.
Manage and ensure customers receive timely and effective support while leading the team to meet service goals. Train, mentor, and develop customer support staff.
Develop and implement customer service policies and best practices.
Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
Analyze customer feedback to identify opportunities for service improvement.
Collaborate with sales, marketing, and product teams to enhance the customer experience.
Manage customer support tools and CRM software.
Ensure compliance with company policies and industry regulations.
Stay updated on trends and technologies in the customer service field.

Minimum of 2 years of experience in a similar role, preferably in online education, online healthcare, hospitality, or similar fields, with a strong preference for education.
Candidates with strong foreign language skills or expertise in English pedagogy are prioritized.
Solid knowledge of CRM software (Salesforce, Zendesk, Freshdesk, HubSpot, etc.).
Experience in analyzing customer data and implementing service improvements.
Understanding of best practices and industry standards in customer service.
Excellent problem-solving and conflict-resolution skills. Proactive, with a strong sense of responsibility.
Ability to lead, train, manage, and motivate a support team.
Strong communication and interpersonal skills. Ability to handle high-pressure situations and escalations.
Willingness to work overtime when required and readiness to handle work-related pressure.

Salary: Competitive base salary + KPI bonus, hot bonus for outstanding achievements.
Work in a multinational company environment.
Enjoy full labor benefits according to the provisions of the Labor Law.
Social Insurance, Health Insurance, Unemployment Insurance, Annual Leave ≥12 days/year, Company Trip, Training.
Multiple opportunities for promotion, flexible salary increase policy based on employee contributions and dedication to work.

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