We are currently in need of a Customer Support Manager to join us in our company expansion.
Main Responsibilities
- Ability to act as a servant leader: inspire, support, empower, resolve
conflicts, bond … team members. - Ability to collaborate with other departments to manage workload
(forecast, monitor, track, adjust…) and ensure resource availability to
commit to business requirements. - Analyze the customer support framework and benchmark with best
industry/business practices in the market to define suitable, measurable
customer support KPIs & capabilities. - Define clear, actionable Goals and Roadmap for HD team to go from a
CURRENT state to desirable FUTURE state and communicate them
effectively to provide outstanding customer service by leading and
motivating the team and developing loyalty programs to increase customer
satisfaction. - Ability to build and operate a customer support framework, including but
not limited to: Tools (for issues management + customer/vendor
communications + supporting + continuous improvement), Processes &
Guidelines (Knowledge Base), SLAs (Rules/SOPs), Training,
Retrospective, communication, Performance Review & Appraisal…
Job Requirements
- Good English to handle customer feedback and complaint via call and
email. - Minimum of 2 years of management/leadership experience in a
Customer Support Management position. - A candidate who has experience in ERP software is preferred.
- Strong understanding of the customer support frame work. Good at
customer mindset. - Strong leadership, project management skills, time management, and
problem-solving skills. - Ability to act as a servant leader: inspire, support, empower, resolve
conflicts, bond … team members. - Ability to collaborate with other departments to manage workload
(forecast, monitor, track, adjust…) and ensure resource availability to
commit to business requirements,
Benefits
- Monthly salary 13+14.
- To be paid insurance according to the provisions of labor law (social
insurance, health insurance, unemployment insurance). - Increase salary 2 times/ year.
- Conducive working environment- To celebrate birthday, participate in teambuilding activities, annual travel.
- Good learning opportunities.
- Holidays and New Year holidays as prescribed by law. Company
holidays, including: (14 days off, 10 days off sick, 01 Christmas day, 0.5
international women’s day, 0.5 Vietnamese women’s day ..) - There are fruits every Thursday and free cake, tea, coffee, …