Control Union Vietnam Co.Ltd

PURPOSE OF THE ROLE:
To ensure a high level of customer satisfaction and operational efficiency in the delivery of inspection services by leading the customer service team.
Coordinating effectively between clients and internal teams, and continuously improving service processes.
RESPONSIBILITIES:
Perform all the CS daily and monthly tasks for key account clients.
Lead and manage the CS team to ensure daily operations run smoothly and meet client expectations.
Act as the primary escalation point for client inquiries, service issues, or complaints related to inspection services.
Coordinate closely with inspection teams, sales, and technical departments to ensure seamless service delivery.
Oversee the scheduling, booking, and status tracking of inspection orders.
Monitor service KPIs (e.g., lead time, client response time, report turnaround time) and initiate improvements where necessary.
Review and improve customer service workflows and tools to increase efficiency and quality of support.
Train and mentor team members to improve their product knowledge, customer handling skills, and operational performance.
Other related tasks as instructed by the manager.
Key competencies
Customer-focused mindset with a commitment to delivering high-quality service.
Leadership and team development capabilities.
Process-oriented with a keen eye for detail and continuous improvement.
Ability to work under pressure and manage multiple priorities.
Strong analytical and decision-making skills.EDUCATION & WORK EXPERIENCE
Bachelor's degree in Business, Supply Chain, Quality Management, or a related field.
5+ years of experience in customer service or operations roles in inspection.
At least 2 years in a supervisory or team leader position.
KNOWLEDGE
Knowledge of Inspection service
Knowledge of Testing parameters
Knowledge of Import and Export documents
SKILLS
Excellent communication and interpersonal skills.
Strong organizational and problem-solving abilities.
Fluent in English (4 skills)
Detail orientation
Proficient in Microsoft OfficeWorking hours: Monday to Friday, 8:00 AM - 5:00 PM (hybrid-working mode).
Competitive salary & 100% salary during probation; Year-end bonus, Annual Salary review.
Personal Health-care insurance.
Annual teambuilding and health check-up.
Social insurance, health insurance, unemployment insurance according to Labour Laws (full salary).
Provided with a laptop, phone, SIM, and all necessary equipment for work.
International working environment with a culture of trust and close collaboration in small teams.
Personalized training and development programs to maximize your potential, opportunities for professional and personal growth in a dynamic company.
Plus all the cool office perks: Free coffee, snacks, events, and personalized workstations tailored to your needs.