Customer Care Manager
5 days ago
**About Zenyum**
Zenyum is one of Asia’s largest consumer brands in the making.
**We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual.
We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) on e-commerce platforms and in physical stores.
We are backed by some of the world’s best VCs, including Sequoia and LCatterton. We are a bunch of ambitious folks and we want to
**create a place that you will want to show up for every single morning**, and create products that make you smile more.
**Join us in our mission to spread smiles across Asia**
**_
About this position:_**
Ensure that our customers always wear a smile when thinking about Zenyum, by building the most charismatic and best-in-class service experience organization in Vietnam.
**Your responsibilities will focus on**:
- Lead and supervise day-to-day operations in all customer service activities to ensure customers are satisfied with a clear explanation and given solution in a timely manner.
- Investigate customer's problems and find solutions
- Ensure quality, customer satisfaction, productivity and service level targets are achieved.
- Assist with development and implementation of service policies, and explain these to staff and customers
- Work with Customer Service team management on customer service initiatives
- Identify issues on data and statistics
- Communicate with other departments and management to resolve problems and expedite work
- Plan, prepare, and devise work schedules according to workloads
- Assist in hiring, training of customer service associates
- Coach and review staff performance and provide feedback and further training for staff that requires additional support; Ensure employees have appropriate training and other resources to perform their jobs.
- Review and evaluate performance of team members
- Perform additional duties where needed
**You’re fit for this role, if you**:
- Have previously worked in Customer Service or Operations in a professional capacity and have at least 5 years of managerial experience.
- Highly organized, detail-oriented, and able to manage a fast growing team and a growing customer base.
- Managed and structured a team from the ground up
- Understand customer service and operational processes and easily translate them into data analytics and measurable KPIs
- Understand that making people engage with your brand is 50% empathy and 50% process - and you effectively can bring both to the table
- Are a natural-born-communicator and genuinely enjoy interacting with people on a daily basis, convincing them of Zenyum’ s innovative approach
- Fluency in written and spoken Vietnamese and English
**Your benefits upon joining include**:
- Working from Monday to Friday, from 9:00 am - 6:00pm
- 12 days of annual leave
- Birthday leave
- PVI Insurance
- Full package of Social Insurance as to Labor law
- Join the Team of one of the most ambitious and fastest-growing startups in Southeast Asia
- Work with top-talent, ready to take on one of the fastest growing and most innovative sectors in healthcare
- Free invisible brace for staff after 1 year of working at Zenyum
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