Customer Service Manager

4 weeks ago


Thành phố Hồ Chí Minh, Vietnam Công ty TNHH transcosmos Việt Nam Full time

**WE NEED YOU**:

- Manage the day-to-day operations and ensure delivery of all client KPIs and targets.
- Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
- Responsible for monitoring agents in terms of quality and quantity to meet operational requirements from Clients.
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
- Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, IT - and partner to define action plans that resolve issues and drive continuous improvement.
- Provide Activity Report as Team performance report daily, weekly, and monthly basis.
- Attending Weekly Meetings with Clients to share insights and highlights of operations.
- Attending to ad-hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.

**WORK LOCATION**:

- Scetpa Building, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC.

**WORKING TIME**:

- Monday - Friday, and Saturday every 2 weeks, from 8 AM - 5 PM.

**REQUIREMENTS**:

- **Minimum 2 years of experience as an Operations Manager or in a similar role.**:

- **Fluency in Korean (equivalent to TOPIK 5) is mandatory.**:

- **Proficiency in English communication is an advantage.**:

- Experience in E-commerce, Retail industry is preferred.
- Strong leadership skills with the ability to motivate and inspire a diverse team.
- Excellent analytical and problem-solving abilities, with a track record of driving process improvements and achieving operational efficiency.
- In-depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.

**BENEFITS**:

- **Sign-On Bonus (1-month gross salary).**:

- Competitive salary (negotiable) with annual raises and promotion opportunities.
- Biannual performance bonuses and a 13th-month salary.
- Full insurance per Vietnamese Labor Law + additional 24/7 health and accident insurance.
- Employee engagement activities, Holiday bonuses, and gifts.
- Multinational work environment with global clients and expert teams.
- Opportunities to collaborate with leading companies and high-expertise regional/ global teams.

Loại hình công việc: Toàn thời gian

Mục lương: Từ 40.000.000₫ một tháng

Trình độ học vấn:

- Đại học (Ưu tiên)

Kinh nghiệm làm việc:

- Quản lý: 2 năm (Ưu tiên)

Ngôn ngữ:

- Tiếng Hàn (Ưu tiên)



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