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Your role & responsibilities
- Responsible for leading the customer service team in handling customer inquiries, requests, and complaints across multiple channels (hotline, email, chat);
- Ensure service quality in line with the highest customer service standards (SLA, CSAT, response time, etc.);
- Support and coordinate with related departments (QC/Tech/Dev/PO) to provide effective and timely solutions;
- Develop and update customer service processes, guidelines, FAQs, and knowledge base to improve team efficiency;
- Collect and analyze customer feedback, generate insights, and propose service improvements;
- Participate in the implementation of automation/chatbot/AI in customer service, identifying cases for manual vs automated handling;
- Coach, support, and motivate teammates while fostering a positive, collaborative working environment;
- Other tasks assigned by Line Manager.
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Your skills & qualifications
- Minimum 3 years of experience customer service in fast-paced environment (Call Center/Ecommerce/Tech/Fintech), including at least 1 year of experience in performance management or equivalent;
- Flexible and able to work under pressure in a fast-paced tech environment;
- Strong communication skills with active listening and problem-solving mindset;
- Proficient in MS Office/Google Sheets for KPI tracking and performance reporting;
- Skilled at analyzing customer feedback, CSAT, and complaints to generate actionable insights;
- Ability to coordinate with internal teams and accurately report issues/bugs;
- High responsibility, honest, and very-detailed orientation.
- Nice-to-have:
- Experience with CRM/Helpdesk systems (Zendesk, Freshdesk, Salesforce, Zoho, etc.);
- Familiarity with chatbot/AI/automation in customer service;
- Experience creating guidelines/FAQs/knowledge base or conducting training;
- Analytical mindset with the ability to propose process improvements.
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BenefitsCompetitive salary package with 13th salary, annual performance-based bonus, and monthly lunch allowance
