Customer Service Manager
1 day ago
**Department**: Customer services
**Salary**: negotiable
**Commitment**: Full Time
**Location**: Hồ Chí Minh
**Job description**:
Lixibox is a full-stack one-stop omni-channel solution for luxury affordable brands to reach GenZ consumers in Vietnam, one of the fastest growing region in the world. She focuses on optimizing operation by leveraging an in-house agency and the in-house technology solutions to bring the most affective brand launching that would benefit the end consumers.
**Specifically, your responsibilities include**:
- Supervise and optimize day-to-day customer service team operations
- Ensure internal procedures are optimized to deliver the best customer experience
- Implement and monitor service level agreements (SLA)
- Monitor and Optimize customer-centric KPIs
- Set performance goals to team members, and allocate CS agents to the appropriate channel for best productivity
- Develop customer satisfaction goals and coordinate with internal teams on progress
- Implement a customer-first mindset, always finding alternatives to satisfy customers
- Ability to identify and inform other teams of potential issues that might affect customer experience
- Hire and train new customer service agents
- Cooperate with all internal departments to provide a smooth customer experience
**Requirements**:
- Bachelor’s degree in business administration or relevant field
- At least 4-year experience in Customer Service, Call Center, or Customer Experience (preferably in e-commerce, retail)
- Critical Thinking with a strong Problem-Solving mindset
- Excellent verbal and written communication skills
- The ability to maintain calm under pressure
- Thorough knowledge of the product or service the company they work for is offering
- Efficiency and organizational skills
- Detail-oriented, Focus on Result
- Dynamic, hard-working; Customer-oriented and Good listener
- Good use of English is an advantage
- Computer literacy in order to type up reports, results and details of customer interaction
**Benefits**:
- PVI Care Health Insurance
- Home-cooked lunch, coffee, tea break at the office
- Yoga Class, Ping pong at the office
- Parking - Monthly parking is covered by the company
- Happy hour party, team building party
- Discount code for employee
- Performance Bonus: will be calculated and determined based on the company’s profitability at the end of the year.
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