Customer Service Manager

Full-time

• Team Leadership & Coordination: Lead and manage the Customer Service team, ensuring efficient daily operations and exceptional service delivery;
• Hiring & Training: Recruit, onboard, and train team members to build a high-performing CS team;
• Performance Management: Monitor team and individual performance to ensure high productivity and exceptional service delivery;
• Process & Workflow Optimization: Design and improve customer service processes to enhance efficiency and service quality;
• Issue Resolution: Coordinate with cross-functional teams (Tech, QC, and Product teams) to resolve issues timely and efficiently;
• Customer Experience: Collect and analyze customer feedback, generating actionable insights to enhance service quality and satisfaction;
• Reporting & Analysis: Analyze statistics, create accurate reports, and use data insights to drive continuous improvements in service quality and efficiency.

• 5+ years of experience in Customer Service roles;
• 2+ years of leadership experience;
• Excellent interpersonal and communication skills;
• Excellent problem-solving and analytical abilities;
• Experience in hiring, training, and performance management;
• Proficiency in data analysis and reporting tools;
• Prior Customer Service experience in Tech and B2C Product companies is a plus.

Information :

• Company : Zalo
• Position : Customer Service Manager
• Location : Thành phố Hồ Chí Minh
• Country : VN