Customer Service

2 weeks ago

Hanoi, Hanoi, Vietnam công ty tnhh công nghệ và giải pháp phần mềm crossian Full time

ABOUT THE ROLE

  • Crossian is a high
- growth technology
- driven e
- commerce business. Behind our success is our people. As a start
- up formed in 2020, we have created a fast
- paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best
- valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.

  • This role is perfect for you if you are a self
- starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.

  • Are you ready to thrive in our fast
- paced environment and become our customer advocate and trusted strategic partner? You will build strong and long
- lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.

  • We are looking for a customer
- centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi
- dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian's customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.

  • WHAT YOU WILL DO
  • Day
- to
- day Operation (50%)

  • Lead and manage a team of up to 30 agents, including in
- house and outsourced employees (you will be supported by functional team leaders)
  • Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
  • Manage workflow, escalations and effectively delegate workload across the team
  • Track employees&039; performance and attendance
  • Solve complex customer service issues and proactively prevent negative service trends
  • Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
  • Identify and resolve problems raised by agents
  • Maintain and improve day
- to
- day operations
  • Strategic Management (30%)
Quality assessment/review- Implement quality assessment on all agents on a weekly/monthly basis

  • Create development plans for agents with low

- quality scores
  • Design quality assessment scorecards & processes
  • Identify and eliminate root cause barriers to accuracy, productivity, and quality
  • Monitor and improve customer inquiry resolution quality
Customer satisfaction management- Ensure core satisfaction metrics are measured and analyzed on a regular basis

  • Collect customer insights from various channels and provide feedback to responsible departments
Risk management- Create risk reports and provide insights for other business stakeholders

  • Detect, measure, and analyze operational risks
  • Long term: design reports and work with engineering team to build risk monitoring dashboard as needed
  • Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
  • Team Management (20%)
  • Design and carry out employee training programs based on market trends, and business needs
  • Incentivize high performers and provide mentorship to other performers
  • Evaluate the performance of the team on a regular basis
  • Ensure team culture is in line with the vision, mission and core values of the company
  • Develop, coach, and support individuals at all stages of their career
  • Provide effective conflict resolution
  • Interview, onboard and train new employees
  • Plan, assign and direct work

Yêu cầu công việc:

  • WHAT WE ARE LOOKING FOR
  • Bachelor's degree or higher
  • Solid understanding of customer behaviors
  • Proven experience working with native English speaking customers
  • Ability to work under pressure and balancing constraints that might be outside of your control
  • Experience working in DTC e
- commerce or similar

  • Ability to analyze large and complex multi
- dimensional data; turning these into actional insights for the team and business partners- 10+ years of experience in customer service with at least 5 years in a managerial role

Excellent English communication with focus on reading, writing skills and perfect grammar- Expats are also welcome to apply

  • Excellent communication skills for effective engagement with internal teams and external stakeholders
ADDED PLUSES- Knowledge of industry's best practices

  • Microsoft Excel expertise
  • Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
  • Experience working with data tools or software for risk/operational metrics monitoring is a huge plus
  • Experience setting up and working with customer service software

WHAT YOU CAN EXPECT

  • At Crossian, our people are the key to our success. We believe in creating an attractive total compensation

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