Customer Services Manager

2019.11.01 Vietnam

GET IT is founded as a global expansion on the road map of LINE (NYSE:LN) - A leader in Global Messenger platform. With a vision to expand our business all over the world, GET IT has been the friendliest marketplace for all Vietnamese users.

 

The operation team has its own rhythm and atmosphere, which is not only exciting to plug into but also challenging to keep flawless.

A Customer Service Manager is capable of administrative functions, including operations, management, process improvement and identifying various compliance issues.  This position requires a good management skill to look over and control the external CS operation which has to manage a number of CS agents.  Excellent communication skill (English & Vietnamese) is definitely the must, the ideal candidate is also expected with leadership abilities and strong analytical skills for strategic planning and development.  

 

Position: Customer Service Manager

 

Responsibilities

- Work with call-center vendors and team members to ensure operation efficiency (articles content review quality & time, customer service and other operation activities)

- Measure, report & monitor major KPIs, propose action plans, and lead projects to improve database health, as well as buyers & sellers’ effectiveness.

- Analyse customer feedback, conduct user’s interviews (if needed) to provide insights on customer concerns, and lead the execution to improve customer satisfaction.

- Improving in-app community features (quality & quantity)

- Support in analysis, planning to launch new products or features.

- Coordinate with Marketing, Business, Technical team and other business teams in cross-team projects.

- Prepare weekly/monthly report and other ad-hoc duties as assigned.

 

Requirements

- A Bachelor Degree, with good scholastic records is a good advantage

- 3 - 5 years’ experience in this position of role or similar is essential to the role

- Passionate about customer satisfaction, be dedicated to consistently driving high standards

- Strong communication skill in English & Vietnamese (written and spoken)

- Strong analytical and problem solving skills

- High level of competencies in Excel & Power point

- Excellent organizational, interpersonal and professional communication skills

- Strong time management and attention to details

- Great work ethic and a ‘can-do’ attitude

- Able to work in a fast-paced team structure under time pressure.


 Job Location

 - Ho Chi Minh City, Vietnam

 


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