Check with seller Customer Service Manager

Mô tả công việc *Customer and Supplier Service: - Lead and manage functions of customer service hotline and logistic operation, etc. - Manages operation teams to ensure operational excellence and excellent customer service. - Lead calls and meetings with existing and potential customers or suppliers based in Australia and Vietnam. - Handle and resolve customers’ and suppliers’ specific inquiries, claims and complaints. - Achieve customer and supplier satisfaction and build relationships with them. - Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience. *Feedback and Reports: - Maintain and provide the reports on customer and supplier service performance highlighting variances to the targets set on defined KPI’s. - Collect customer insights from various channels and provide feedback to responsible departments. - Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to the team, department KPIs and service quality standards. *Planning and Training: - Design and implement quality assessment effective and customer and supplier service procedures, policies, and standards. - Identify training needs, design training modules, and conduct regular training in respect of operations and service standard. *Others: - Identify the new opportunities by market research and attracting new customers and suppliers. - Provide support for external team to help maximize KPIs of the company. Quyền lợi được hưởng • 12 days of paid annual leave • 13th month salary & KPI Bonus • Annual assessments and salary reviews • Having opportunity of promotion and training • Team building activities • Personal Laptop • Attractive compensation and benefit package in accordance with current Laws and the Company's regulations. Yêu cầu kỹ năng We are looking for a customer-centric employee with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the Country Director – Vietnam. The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses. - Solid understanding of customer behaviors & complaint handling. - Strong sense of prioritization, and structured mindset to cover multiple things at the same time. - Having excellent oral communication capability in both Vietnamese and English (IELTS 7.0+ in Speaking and Listening or equivalent). - At least 3-5 years’ experience in Marketing, Sales or Customer Services and previously held Managerial roles in Customer Services field, preferably in the Hospitality and/or Call Centre environment. Ability to work with English speaking stakeholders and high net-worth customers. - Excellent leadership and interpersonal skills, strategy planning and good management skills. - Ability to work under pressure involves dealing with constraints might be outside of your control. - Proficiency of computer skill in Microsoft Office (Word, Excel, Powerpoint, etc.). - Have good general knowledge of the Australia’s lifestyle and culture - studied or worked in Australia previously (preferred but not essential). - Graduated from University with majors in: Commerce, Marketing, Business Administration or Hotel Management (preferred but not essential).

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