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CSM - Trưởng phòng DVKH

104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.
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About the role: 


We are looking for a customer-centric individual with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the CEO.

The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses. 

Main Responsibilities:


  • Lead and manage a team of up to 10 agents, including in-house and outsourced employees

  • Manage workflow, escalations and effectively delegate workload across the team

  • Maintain and improve day to day operations 

  • Identify and resolve problems raised by agents 

  • Track employees' performance, and attendance 

  • Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.  

  • Solve complex customer service issues and proactively prevent negative service trends 

  • Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters 

Quality assessment/review: 

  • Design quality assessment scorecards & processes 

  • Implement quality assessment on all agents on a weekly/monthly basis.

  • Monitor and improve customer inquiry resolution quality 

  • Create development plans for agents with low-quality scores

  • Identify and eliminate root cause barriers to accuracy, productivity, and quality

Customer satisfaction management:

  • Ensure core satisfaction metrics are measured and analyzed on a regular basis 

  • Collect customer insights from various channels and provide feedback to responsible departments  


Risk management: 


  • Detect, measure, and analyze operational risks 

  • Create risk reports and provide insights for other business stakeholders and CEO

  • Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses 

  • Long term: design reports and work with engineering to build risk monitoring dashboard as needed 


Team management:

  • Evaluate performance of the team on a regular basis 

  • Develop, coach, and support individuals at all stages of their career

  • Interview, onboard and train new employees 

  • Plan, assign and direct work; 

  • Reward and discipline employees; 

  • Provide effective conflict resolution

  • Design and carry out employee training programs based on market trends, and business needs. 

  • Ensure team culture is in line with the vision, mission and core values of the company. 


  • Bachelor’s Degree or higher.

  • 6-8 years of experience in customer service with a minimum 3 years in managerial role, preferably in the ecommerce space, working with english speaking customers. 

  • Experience setting up and working with customer service softwares 

  • Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus

  • An excel expert

  • Knowledge of industry’s best practices. 

  • Solid understanding of customer behaviors.

  • Ability to work under pressure involves dealing with constraints might be outside of your control

  • Excellent English communication with a focus on reading, writing and perfect grammar skills 

  • Proficiency with task and project management tools such as Jira, Asana, Trello, etc.

Benefit package:


  • Competitive salary and benefits

  • 12 days of paid annual leave

  • 13th month salary

  • Team building activities

  • Personal Laptop

  • Other benefits in accordance to Company's Policy and Vietnam Labor Laws

- File pdf: TẢI VỀ

Hạn nộp : 30/06/2021
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104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.

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Thông tin liên hệ

Người liên hệ

Linh Nguyen

Địa chỉ

104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.



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