CSS/Internal Sales Lead – Hanoi, Vietnam

Customer Support Services (CSS)

• Handle daily customer inquiries via phone, email, and chat with professionalism and empathy.
• Troubleshoot product issues and coordinate with internal teams (operations, logistics, technical) to ensure timely resolutions.
• Maintain accurate and organized records of all customer interactions and cases.
• Monitor customer satisfaction, gather feedback, and contribute ideas to improve customer experience.
• Ensure post-sale customer engagement and retention through excellent support services.

Internal Sales Leadership

• Lead internal sales activities, including upselling, cross-selling, and follow-ups on inbound leads.
• Collaborate closely with the external sales team to align on strategies and communication.
• Manage CRM updates, clean-up, and accuracy to support the sales funnel.
• Generate sales reports, forecasts, and dashboards for management decision-making.
• Support the Sales Manager with data insights and improvement initiatives.

Lead the Team

• Provide guidance, coaching, and support to a small internal team handling customer support and sales coordination.
• Monitor team performance, set clear goals, and foster a culture of accountability and service excellence.
• Conduct regular check-ins and performance reviews, identify training needs, and coordinate team development activities.
• Promote collaboration across departments to ensure smooth workflows and issue resolution.
• Act as the primary escalation point for both customer and internal team concerns.

Upselling and Staff Upskilling

• Develop and implement internal initiatives to increase upselling and cross-selling effectiveness through coaching and performance tracking.
• Analyze customer interaction data to identify untapped sales opportunities and share strategies with the team.
• Design and deliver training programs to continuously improve the team’s product knowledge, communication skills, and consultative selling techniques.
• Partner with cross-functional teams (Sales, Product, and Marketing) to ensure consistent messaging and up-to-date knowledge sharing.
• Create a growth-focused culture by empowering team members to build on their strengths and take ownership of development goals.