Responsibilities:
Manage and coordinate the daily operations of the Customer Service project team to ensure high performance, enhance customer experience, and optimize operational processes and costs. This role serves as a key bridge between service strategy and effective execution.
1. Daily Operations Management:
- Supervise and coordinate daily activities of customer service teams (via phone, email, chat, in-person, etc.).
- Ensure project KPIs and service performance targets are met.
2. Process Development & Improvement:
- Design and optimize customer service processes to improve efficiency and minimize errors.
- Implement technology and automation solutions into workflows when required.
3. Data Analysis & Reporting:
- Analyze operational data and customer complaint trends to propose service improvement solutions.
- Prepare periodic reports for senior management on operational performance and service quality metrics.
4. People Management:
- Recruit, train, develop, and evaluate the performance of customer service staff.
- Foster a positive working environment that encourages employee development and retention.
5. Cross-functional Coordination:
- Support coordination among internal Contact Center teams.
- Develop and maintain strong working relationships with internal departments and external partners.
6. Risk Management & Incident Handling:
- Respond promptly to service crises and incidents.
- Develop recovery plans and appropriate communication strategies to minimize impact.
Job requirements:
- Bachelor’s degree or higher, preferably in Business Administration, Operations Management, Communications, or related fields.
- Minimum 5 years of experience in Customer Service, including at least 3 years in an operations management role.
- Strong leadership, organizational, and decision-making skills.
- Proficiency in customer service management tools (CRM, Helpdesk software, etc.).
- Strong analytical mindset, problem-solving skills, and customer-oriented thinking.
- High sense of responsibility with the ability to collaborate across departments to handle arising issues.
- Good communication skills in both Vietnamese and English.
Benefits:
- Competitive salary package (Base salary and performance bonuses).
- Probation period salary is 100% of the official salary.
- Comprehensive health and accident insurance.
- 15 days of annual leave, 3 remote work days per month.
- Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
- A creative and modern working environment.
Working location: Galaxy Innovation Hub – D1 Hi Tech Park, District 9, HCMC
Kindly send your CV to: talent@galaxyholdings.co
