Customer Service Operations Director

1 day ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Dion Full time

About Dion

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Dion is a prominent BPO provider, delivering high-quality Contact Center services, Digital Marketing, and Engineering Solutions. With a strong presence in Vietnam and offices across Hanoi and Ho Chi Minh City, the company is a trusted partner for numerous multinational and local clients.

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Our Mission

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We are committed to excellence and employee-focused culture, creating an environment where our people thrive and achieve outstanding results. Our team of experts supports e-commerce and social commerce services with exceptional adaptability, flexibility, and communication skills.

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The Role

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This Customer Service Operations Director role involves overseeing day-to-day operations, managing teams, and ensuring that key performance indicators are achieved. The position supports the back-end of Contact Center operations, focusing on order and delivery management and aligning with the needs of e-commerce and social commerce services.

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HIGHLIGHTS

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This role requires exceptional leadership and motivational abilities. You will also need strong analytical and problem-solving skills for operational efficiency, as well as comprehensive understanding of Contact Center operations, including order and delivery processes. Familiarity with e-commerce platforms, in-house e-commerce, or retail operations is preferred.

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Key Responsibilities

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Your core responsibilities include:

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  • Manage daily operations and maintain team performance across assigned projects.">
  • Collaborate with clients to align expectations and ensure high-quality service delivery.">
  • Oversee resource allocation and budget optimization to meet project quality standards.">
  • Support and manage the back-end of Contact Center operations during order and delivery processes.">
  • Prevent and address fraud risks while ensuring operational compliance.">
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Additional Responsibilities

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You will also identify new business opportunities and align solutions with client needs, track and report on key operational metrics, providing actionable recommendations for improvements. Supervise the implementation of training and quality plans across projects.

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Requirements

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To be successful in this role, you must have:

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  • Minimum 2 years of experience as an Operations Manager in e-commerce, retail, or related fields.">
  • Fluency in Korean (TOPIK 5 or native speaker) and English (minimum B2 proficiency).">
  • Experience in BPO, Contact Center, or e-commerce operations.">
  • Strong leadership skills and the ability to manage diverse teams.">
  • University degree or higher education equivalent.">
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Benefits

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We offer a competitive salary: ₫25,000,000 - ₫35,000,000 per year, quarterly performance bonuses, and 13th-month salary. We also provide full insurance in compliance with Vietnamese Labor Law, additional 24/7 health and accident insurance, employee engagement activities, holiday bonuses, and gifts. Opportunities to work with leading global clients and expert teams make this role a great career opportunity.

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Location

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Working Location: Tan Binh District, Ho Chi Minh City.

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Working Time: Monday-Friday, 8 AM-5 PM, and bi-weekly Saturdays.


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