Customer Service Manager, Zalo
Full-time
🤖 What you will do
- Team Leadership & Coordination: Lead and manage the Customer Service team, ensuring efficient daily operations and exceptional service delivery;
- Hiring & Training: Recruit, onboard, and train team members to build a high-performing CS team;
- Performance Management: Monitor team and individual performance to ensure high productivity and exceptional service delivery;
- Process & Workflow Optimization: Design and improve customer service processes to enhance efficiency and service quality;
- Issue Resolution: Coordinate with cross-functional teams (Tech, QC, and Product teams) to resolve issues timely and efficiently;
- Customer Experience: Collect and analyze customer feedback, generating actionable insights to enhance service quality and satisfaction;
- Reporting & Analysis: Analyze statistics, create accurate reports, and use data insights to drive continuous improvements in service quality and efficiency.
👾 What you will need
- 5+ years of experience in Customer Service roles;
- 2+ years of leadership experience;
- Excellent interpersonal and communication skills;
- Excellent problem-solving and analytical abilities;
- Experience in hiring, training, and performance management;
- Proficiency in data analysis and reporting tools;
- Prior Customer Service experience in Tech and B2C Product companies is a plus.
