1. Manage CS Team's daily operations (50%): Call flow & dropped call real-time monitoring, Walk-in customer serving when needed, Agents' performance monitoring TAT control/FCR Control/ QA control Support recruitment (new or replacement) process: searching candidate; conducting interview & evaluation; preparing service contract, agents' monthly incentive calculation 2. Training responsibilities (25%): Organize/support both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff; Conduct some customer service skills training and quality improvement training to other departments, if required; At least annually for whole CS's soft skills training and semi-annually refresh technical training (new joiner training is a must) Conduct knowledge testing for CS team on quarterly basic. 3. Report & Others (25%): Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer Do regular/ad-hoc reports Systems enhancement/testing when needed. Be a good back up for CS Team Head Other assigned tasks by CS Team Head/Head of Customer Service Center1. Qualification University graduated. Economics, Finance or Banking is preferable. 2. Experience At least 3 years of management experience in customer service/call center or related industries 3. Knowledge Vietnamese & English - advanced Understanding about SVFC's products Customer service oriented & Having knowledge/experience in dealing with customer, Customer service or service industries Having rich experience in complaint handling, dealing with both internal & external customers (face-to-face & other communication channels) Manual/procedures/process building up Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team 4. Skills Familiar with CRM system/call center Proficient in MS Office (Word, Excel, Power Point,...) Good Analysis & reporting skills Procedures/process/guideline,... building up Carefulness, perseverance, motivation and self motivation Attention to detail and quality orientation Relationship building & teamwork Agility and adaptability Conflict management Coaching, training, mentoring, interview skillAnnual leave: 16 - 18 days Attractive salary and bonus Social insurance Premium health insurance Professional qualification sponsorship, online course sponsorship, language sponsorship: English, Korean Engagement and outdoor activities Friendly and dynamic working environment