Claytons

I. Job Description:

The position plays a crucial role in ensuring that services provided by the organization

consistently meet or exceed customer expectations. He/She will be responsible for developing,

implementing, and overseeing strategies to enhance service quality, improve customer

satisfaction, and drive continuous improvement in service delivery processes.

II. Key Responsibilities:

1. Develop and implement service quality standards and benchmarks to measure and monitor

the quality of services provided.

2. Analyze customer feedback, surveys, and performance metrics to identify areas for

improvement in service quality.

3. Design and implement training programs to educate employees on service quality standards

and customer service best practices.

4. Collaborate with cross-functional teams to ensure alignment of service quality initiatives with

organizational goals and objectives.

5. Lead service recovery efforts by developing and implementing strategies to address service

failures and customer complaints effectively.

6. Conduct regular audits and assessments of service operations to identify opportunities for

process improvement and efficiency.

7. Drive a culture of customer-centricity within the organization by promoting a focus on

customer needs, expectations, and satisfaction.

8. Implement tools and techniques, such as the SERVQUAL model, customer journey mapping,

and Net Promoter Score, to measure and track customer satisfaction levels.

9. Stay informed about industry trends, best practices, and emerging technologies related to

service quality management.

10. Prepare reports, presentations, and recommendations for senior management on service

quality performance and improvement initiatives.

III. Qualifications and Skills:

- Bachelor's or Master's degree in Business Administration, Service Management, or a related

field.

- Proven experience in service quality management, customer service, or a related field.

- Strong analytical skills with the ability to interpret data and performance metrics to drive

decision-making such as SQL, Power BI

- Excellent communication and interpersonal skills to effectively collaborate with internal teams

and communicate with stakeholders.

- Strategic thinking and problem-solving abilities to develop innovative solutions to enhance

service quality.

- Project management skills to lead and coordinate service quality improvement initiatives.

- Knowledge of quality management systems, tools, and methodologies.

- Certification in quality management or customer service is a plus.

- Fluently in English

IV. Benefit:

· Attractive salary package based on your skills and experience

· 13th month salary + performance bonus

· 15 paid leaves + 1 birthday leave

· 100% salary in probation time

· Advanced health insurance for you and your family

· Flexible working time

· Preferential loan policy for Techcombank’s employees

· Clear career path development

· Dynamic and challenging working environment