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 skillThưởng Attractive salary and bonus Chăm sóc sức khoẻ Health insurance and Social insurance regulated by Vietnam Labor Law Khác Professional, dynamic working environment