Palfish Singapore Vietnam

Lead customer support teams, handle issues, and ensure customer satisfaction. Oversee daily customer service operations and team performance.

Develop strategies to improve service quality, resolve customer issues, and enhance the overall customer experience.

Provide regular reports on achieved results and propose improvements when necessary.

Manage and ensure customers receive timely and effective support while leading the team to meet service goals. Train, mentor, and develop customer support staff.

Develop and implement customer service policies and best practices.

Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).

Analyze customer feedback to identify opportunities for service improvement.

Collaborate with sales, marketing, and product teams to enhance the customer experience.

Manage customer support tools and CRM software.

Ensure compliance with company policies and industry regulations.

Stay updated on trends and technologies in the customer service field.

Minimum of 2 years of experience in a similar role, preferably in online education, online healthcare, hospitality, or similar fields, with a strong preference for education. Candidates with strong foreign language skills or expertise in English pedagogy are prioritized.

Solid knowledge of CRM software (Salesforce, Zendesk, Freshdesk, HubSpot, etc.). Experience in analyzing customer data and implementing service improvements. Understanding of best practices and industry standards in customer service.

Excellent problem-solving and conflict-resolution skills. Proactive, with a strong sense of responsibility.

Ability to lead, train, manage, and motivate a support team.

Strong communication and interpersonal skills. Ability to handle high-pressure situations and escalations.

Willingness to work overtime when required and readiness to handle work-related pressure.