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Manager – Customer Service

Ho Chi Minh
Fulltime
25-Operations-0001

We are looking for a dynamic and data-driven Customer Service Manager to lead our customer service team. You will oversee a large team, including both in-house full-time employees (FTE) and Business Process Outsourcing (BPO) agents. Your primary goal will be to enhance the customer experience by setting and achieving clear KPIs, managing day-to-day operations, and continuously improving processes through data analysis and innovation. The ideal candidate will possess outstanding leadership, and a track record of delivering measurable improvements.

What you will do
  • Supervise a large team of customer service agents (both in-house and BPO).
  • Set and monitor clear Key Performance Indicators (KPIs) for customer service agents to ensure high performance.
  • Manage customer support tickets, ensuring timely and effective resolutions.
  • Lead initiatives to enhance customer satisfaction and experience across all touchpoints.
  • Analyze customer feedback and operational data to identify areas for improvement and implement solutions.
  • Oversee workforce management, including shift planning and salary calculations.
  • Collaborate with internal teams to optimize customer support workflows and tools.
  • Report directly to the Head of Customer Experience, presenting insights and updates on team performance and customer satisfaction.
What you will need
  • Bachelor’s degree in Business, Management, or a related field.
  • A minimum of 8 years of experience ideally within fintech or fast-paced industries, with at least 3 years in a leadership role
  • Strong leadership skills with the ability to manage both in-house and outsourced employees.
  • Excellent communication and interpersonal skills.
  • Experience in setting KPIs and managing operational performance.
  • Strong analytical and problem-solving skills, with the ability to use data to inform decisions and drive change.
  • Experience with change management principles and methodologies.
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