Senior Customer Service Manager

1. Role Purpose:
- To manage Customer Service (CS) & Quality Assurance (QA) & Pre-due (PD) & Customer Care (CC) Team to make sure providing an efficient and high-quality service to customer to satisfy customers (both internal & external) needs and expectations within company's procedures/guidelines and ensure quality of work by leading these 04 teams to achieve assigned KPIs.
- Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports.

2. Key Accountabilities:
- Set KPI for 4 teams follow up with companies’ KPI;
- Set, implement specific plans to help team reach the targets;
- Managing 4 Team’s daily operations, significant customer complaint handling, operational planning, staff selection, training, reporting;
- Responsible for productivity and quality of CS & QA & PD & CC Team as well as staff performance;
- Training responsibilities:
• Responsible for planning both required technical (workflow, professional) training and customer service soft skills training for all staff;
• Design, plan & implement periodic CS & QA & PD & CC’s staff skills training and quality improvement training/ sharing session to other departments, if required;
- Coordinating activities with other departments in the company:
• Coordinating with country-level External Relations and other related company’s departments to handle complicated cases including preparing response letters, face to face meeting with customer/media, if required
• Coordinating with relevant departments to implement quality projects to improve business processes and services;
- Responsible for preparing and follow up Operations dashboard and relevant reports ;
- Responsible for designing and managing call evaluation process for Call Center & relevant departments;
- Define, assess, monitor and follow-up all Operational Risks and Control based on RCF - (Risk Categorization Framework);
- Be a good back up person for OPs Head when needed.

- Qualification: University graduated or above, preferably in Business Administration or Customer Service
- Experience: At least 10 years of experience in managing large group of people in customer servicing & Call Center in services industries
- Knowledge:
• Basic knowledge: Customer service, finance, banking knowledge preferred
• Competencies: Strong leadership, teamwork spirit and excellent management skill are required
• Computer skill: Computer skills (MS Word, Excel, Power Point, Social Network, Internet, Email platforms)
• Languages capability: Good command of spoken and written English and Vietnamese
- Skills:
• Proven experience in managing a Call Center, Customer Service is an advantage
• Negotiation, writing, decision making, problem solving
• Pleasant attitude with excellent interpersonal skills
• Professional appearance
• Professional presentation
• High-level management skills with multi-teams
• Good analysis & statistic skilss

- Competitive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional and active working environment

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