One Click

Position Overview:
We are seeking a dynamic and experienced Customer Service Manager to lead and scale both Customer Service (CS) and Telesales operations across Vietnam and international markets (especially the US). The ideal candidate will have a strong track record in telesales management, customer satisfaction, and e-commerce platforms like Shopee, TikTokShop, Shopify, and Amazon.
This role is pivotal in driving revenue through sales enablement, managing and developing high-performing teams, and enhancing the customer experience through automation, coaching, and cross-functional collaboration.
Key Responsibilities:
Team Management & Development
Manage the daily operations of both CS and Telesales teams, ensuring optimal performance, target achievement, and service quality across all channels.
Build and scale the international CS team, starting with the US market, while maintaining seamless collaboration with the Vietnam-based team
Monitor daily performance (e.g. response time, call quality, AOV, approval rate), and implement strategies to improve conversion rates and upselling across both teams.
Develop and implement SOPs, sales scripts, escalation flows, and standardized response templates across CS and telesales functions.
Set KPIs and evaluate performance weekly/monthly. Plan coaching sessions and performance reviews to maintain high motivation and skill levels.
Support team leads in hiring, onboarding, promoting, or managing underperformance when needed.
Ensure all relevant communication, tools, and data are updated, organized, and leveraged for continual performance improvement.
Customer Experience & Sales Enablement
Oversee exceptional customer service delivery across email, phone, live chat, social media, and e-commerce marketplaces.
Handle escalated customer cases, ensuring prompt, professional, and customer-centric resolutions.
Design and optimize telesales call scripts, chatbot flows, upsell pitch decks, and post-purchase nurturing messages.
Drive up-sell and cross-sell strategies via call center and live chat support.
Collaborate closely with internal departments (Operations, Tech, Product, Marketing) to improve user journey, UI/UX, and service consistency.
Analytics & Performance Tracking
Monitor, analyze, and report on key metrics including:
First Response Time
Average Handle Time
CSAT/NPS Score
Telesales approval rate
Average Order Value
Conversion & Upsell rate
Use sales and customer data to propose and execute data-driven improvements.
Provide regular performance reports and insights to leadership.
Anticipate resource needs and adjust capacity planning based on market demand.
Automation & Innovation
Create and manage automated messaging flows for customer support and sales (e.g. abandoned cart recovery, promotion reminders).
Optimize existing CRM & CS platforms (e.g. Gorgias, Zendesk, Freshdesk) and integrate with new tools if needed.
Leverage customer feedback (VoC) and journey mapping to remove friction points and enhance customer loyalty.5+ years experience in managing Customer Service and/or Telesales teams (preferred team size 50-100+ members).
Proven track record managing e-commerce operations with platforms like Shopee, TikTokShop, Shopify, Amazon.
Experience handling both Vietnam & international markets (especially the US) and cross-border logistics/sales challenges.
Strong English and Vietnamese communication skills (written and verbal).
Proficient in using CRM and helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk), and marketing/sales automation tools.
Excellent analytical skills, with experience in tracking KPIs and building performance dashboards.
Proven ability to build scripts and flows for automation, upsell, and customer retention.
Preferred:
Experience scaling telesales in high-growth environments.
Strong understanding of telesales metrics: approval rate, call conversion, and delivery success rate.
Experience in coaching teams for call quality, emotional intelligence, and customer trust building.
Background in subscription-based or recurring revenue models is a plus.Highly competitive packages with Incentive (Monthly/Quarterly);
Company Annual Performance Bonus;
PVI Healthcare Insurance;
12 annual leave per year;
Annual Salary Review;
Social Insurance (prescribed by state);
Lunch and snack sponsored by Company;
Parking - Monthly parking is covered by Company;
Other benefits: Company Activities, ping pong at office, gift voucher...
Employee Discount Code (Up to 50%).