TARA ★ 2.7

Mô tả Công việc

Customer Service Operations Management (50%)

• Supervise daily operations of the CS team to ensure performance meets pre-defined KPIs.
• Develop and implement procedures for receiving and handling complaints and supporting customers across channels (hotline, email, chat, social media).
• Ensure that the average complaint resolution time is optimized to meet targets (under 2 hours).
• Control service quality to ensure interactions are consistent, professional, and aligned with the company’s culture.
• Submit regular reports on CS performance and analyze data to propose quality improvement solutions.

Team Management & Staff Development (30%)

• Recruit, train, and develop the CS team to ensure strong communication, problem-solving, and emotional management skills.
• Develop internal training programs focused on customer service, workflow processes, and support tools.
• Collaborate with the Training & Quality Specialist to assess CS quality and roll out improvement programs.

Process Improvement & Customer Experience Enhancement (20%)

• Work cross-functionally with Sales, Marketing, Product, Warranty, Logistics, and other teams to improve the customer experience.
• Proactively propose and implement service process improvement initiatives to increase CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
• Apply technology (CRM, Chatbot, AI, etc.) to enhance customer experience.
• Monitor and analyze customer data to recommend solutions that reduce complaints and improve retention rates.

Yêu Cầu Công Việc

Experience & Skills

• Minimum 3 years of experience in customer service, preferably in home appliances, kitchenware, or FMCG.
• At least 3 years in a Team Leader or equivalent position.
• Proven experience in team management (recruitment, training, performance evaluation, development).
• Knowledge of CRM systems, ticketing tools, live chat, and omnichannel support tools.
• Strong communication and problem-solving skills, with the ability to motivate and inspire a team.
• Customer-centric mindset and ability to analyze CX data.
• Excellent time management, planning, and problem-solving skills.

Education & Others

• Bachelor’s degree in Business Administration, Marketing, Customer Service, or a related field.
• Proficient in Microsoft Office (Excel, PowerPoint) and Google Sheets.
• Preferred candidates with CX or CS Management certifications/training.