ECRM

🏤 HQ Tower - 09 Tran Nao, An Khanh Ward, Thu Duc City, HCMC.

⏰ Monday to Friday - 09:00 AM to 06:00 PM

👉🏼 Responsibilities and Duties:

- Enhance customer service to drive engagement and organic growth;

- Manage daily customer interactions, addressing inquiries and guiding them to appropriate services;

- Oversee customer service teams, ensuring performance standards and service quality;

- Train, mentor, and manage team members to foster professional growth;

- Set and track customer satisfaction targets, collaborating to meet or exceed them;

- Develop and implement service procedures, policies, and standards for consistency and quality;

- Enforce policies to streamline operations and ensure effective and professional complaint handling;

- Design and execute customer loyalty programs to boost retention and revenue;

- Monitor team performance via key metrics (response time, resolution rate, customer satisfaction) and provide feedback;

- Analyze performance data and prepare reports for evaluation;

- Stay updated on industry trends and technology, implementing improvements;

- Lead initiatives to improve service workflows and enhance the customer experience;

- Perform other tasks as assigned by the Board of Directors.

✔️Qualifications and Skills:

- At least 5 years of experience in customer service, with 3+ years in a management role (preferably in a call center);

- Fluency in English (4 skills);

- Proficient with customer service software, tools, and multi-channel service;

- Bachelor’s Degree in Business Administration, Communication, or related field;

- Strong experience handling complaints and leading teams in fast-paced environments, high-performing teams;

- Experience in analyzing data to drive service improvements and customer experience programs;

- Awareness of the latest industry trends and technologies;

- Advanced troubleshooting, multitasking, and client-facing communication skills.

👏🏼 Benefits:

● Competitive salary in line with experience and capability;

● Package Salary: 13 months of salary;

● Performance reviews twice a year;

● Premium health care Package for all employee;

● Social, health & unemployment insurance ;

● Annual leave days: 12 days/year;

● Work from home: 3 days/ month;

● Company trip, team building;

● Advantage benefit: Receive 10 hours/month of in-house cleaning services through Btaskee, help you to prioritize relaxation and self-care.