Develop and implement customer service policies, procedures, and standards to enhance user/driver experience.
Monitor key performance indicators (KPIs) such as response time, first contact resolution (FCR), and customer satisfaction (CSAT).
Oversee contact center teams (hotline, chat, email) to ensure prompt and effective issue resolution.
Work closely with cross-functional teams (Operations, Business Development, Tech) to address customer/driver pain points and improve service quality.
Customer Experience Enhancement
Identify customer/driver trends and pain points through data analysis and feedback.
Collaborate with product and tech teams to optimize user/drivers journeys and reduce service issues.
Implement automation and self-service solutions (FAQs, chatbots) to improve efficiency.
Team Leadership & Development
Recruit, train, and mentor customer service representatives and team leaders.
Conduct regular performance evaluations and provide coaching for continuous improvement.
Foster a customer-first culture within the team, ensuring empathy and professionalism in all interactions.
Job Requirement
Bachelor’s degree in business administration or relevant field.
A minimum of 5 years of proven experience in a customer service position, with at least 2 years in a managerial role (preferably in tech, e-commerce, or logistics).
Leadership: Proven ability to lead, mentor, and scale customer service teams.
Problem-Solving: Strong analytical and problem-solving skills to address customer issues effectively.
Communication: Excellent verbal and written communication skills
Tech-Savvy: Familiarity with CRM tools (e.g., Zendesk, Freshdesk), chatbot solutions, and data analytics.
Customer-Centric Mindset: Passion for delivering outstanding customer experiences.
job_jobs_detail_job_location
Ho Chi Minh
Tầng 1, Rivera Park Saigon, 28 Hẻm 7 Thành Thái, Phường 14, Quận 10, Hồ Chí Minh
