Customer Service Development Manager (Vietnamese only)

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary VND123456 - VND30000000.00 per month
Specialization: Sales / Sales Management
Sub Specialization:
Contact: Nguyen Thi Khanh Hoa
Reference: JO-1910-427812

* Work with the CS sub-function managers to develop coaching and training to CS staff to support and
live the business imperative ICCC (Insanely Customer Centric Culture) and Express focus strategy as well as
upgrade their skills level
* Perform scheduled quality monitoring and service audits to ensure that CS personnel are continually working
towards delighting customers through consistent and excellent service standards
* Develop appropriate performance metrics for the evaluation of CS agent skills and competencies, which
will facilitate the identification of CS-related training needs / gaps
* Monitor Customer Service scorecards, analyze performance and propose improvement measures
* Manage annual budget, staffing, employee engagement, reward and recognition, training and development of
high performance team
* Work closely with the CS Head and CS sub-function managers on career progression planning for CS personnel
* Develop a high performance service culture within the customer service department
* Plan, organize and direct an efficient and effective team of customer service professionals
* Develop IKOs / KPIs with team members and monitor individual and team performance