Retail Customer Services Lead

1 week ago

Ho Chi Minh City Metropolitan Area, Vietnam Buymed Full time ₫1,500,000 - ₫4,500,000 per year

About Buymed

Buymed )
is the largest B2B e-commerce platform for healthcare in Vietnam, now expanding across Southeast Asia. We enable over
35,000 pharmacies, clinics, and hospitals
to access genuine medical products more efficiently through technology and supply chain innovation.

We move fast, act decisively, and focus on measurable outcomes. Learn more about how we innovate healthcare at

*** Note: Our recruitment team will contact you via the email listed in your CV. Please ensure it is up to date and check it regularly.


About the Role

We are looking for a
Customer Service Lead
to lead cross-channel customer support operations and proactively improve service quality across the entire journey. You will
oversee execution, compliance, and reporting, while driving improvements that elevate customer satisfaction and ensure internal standards are met across the network.

Key Responsibilities

1. Multi-Channel Customer Service Oversight

  • Monitor and analyze CS performance across all channels: Zalo, Chat, Hotline, and Email.
  • Identify gaps in service quality and propose solutions to reduce response time and improve customer satisfaction.

2. Proactive Customer Experience Programs

  • Plan and manage proactive CX initiatives such as outbound calls, customer surveys, pharmacy interviews, and seasonal service campaigns.
  • Oversee rollout and ensure consistency in execution and results across all teams and locations.

3. Customer Compliance Management

  • Track customer compliance with contracts, sales policies, and promotional programs.
  • Analyze data to detect non-compliant behaviors, propose appropriate actions, and coordinate cross-functional enforcement.

4. Internal Pharmacist Compliance Oversight

  • Monitor internal pharmacists' adherence to customer service standards, sales protocols, and in-store communications.
  • Conduct regular evaluations and recommend follow-ups, retraining, or penalties as needed.

5. Reporting & Service Improvement

  • Develop and maintain a reporting system covering KPIs, SLAs, CSI/NPS, Mystery Shopper, and audit results.
  • Deliver periodic reports with trend analysis and recommendations to improve CX quality and operational efficiency.

Requirements:

1. Work Experience

  • At least 3 years of experience in Customer Service/Customer Experience
  • Background in retail, e-commerce, or pharmaceuticals is highly preferred
  • Experience leading customer service initiatives and rolling out customer surveys or feedback programs

2. Skills

  • Strong understanding of multi-channel CX workflows and systems
  • Proficient in data analysis, CRM platforms, CS tools, or dashboard/reporting systems

3. Mindset

At Buymed, we value outcomes over intentions, and we expect our leaders to be practical, decisive, and grounded in execution.

Feel free to review our approach to work and expectations at: Work at Buymed - What We Expect

  • Manager, Retailer Customer Success

    7 days ago

    Ho Chi Minh City Metropolitan Area, Vietnam NielsenIQ Full time ₫1,500,000 - ₫6,000,000 per year

    Job DescriptionNielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer...

  • Retail Merchandiser

    5 days ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Central Retail Full time ₫1,500,000 - ₫3,000,000 per year

    Company DescriptionCentral Retail Corporation Public Company Limited ("Central Retail") is a leading multi-format, multi-category, and omnichannel retail and wholesale organization. The company operates a widespread retail network, offering a variety of products and services. Central Retail is expanding its market presence internationally, achieving...

  • Customer Service

    5 days ago

    Ho Chi Minh City Metropolitan Area, Vietnam GBG Group Services Limited Liability Company Full time ₫1,200,000 - ₫2,400,000 per year

    About UsWe are a global leader in ticketing services, providing seamless online experiences for a wide range of sports, concerts, and live events. Our platforms,includingGigsbergandFootball Ticket Net, serve fans worldwide with access to top events and football matches. Join us in the heart of District 7, Ho Chi Minh City, at our exquisite office in one of...

  • IT Services Supervisor

    1 week ago

    Ho Chi Minh City, Vietnam Central Retail Full time

    Central Retail - Số 163 Phan Đăng Lưu, Phu Nhuan, Ho Chi Minh- At office- Posted 9 hours ago- Skills: - IT Support- Team Leader**Top 3 reasons to join us**: - Top 3 biggest Retailer in Vietnam - Attractive compensation & benefit package - Challenging projects with awesome co-workers **Job description**: **Support BUs **(40%) - Supporting IT Services...

  • Customer Service and Support Supervisor

    1 week ago

    Ho Chi Minh City Metropolitan Area, Vietnam APL Logistics Full time $40,000 - $80,000 per year

    Responsibilities:Operational Excellence• Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.• Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.• Actively engage of local...

  • Customer Services Officer

    18 hours ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Central Retail Full time

    Customer Service Officer is the point of contact for 2ndtier to support BUs (Business Units) customer service/call center to investigate cases and furnish resolutions.Job description:Provide BUs with reliable up-to-date and complete informationManage customers'requests and complaints. Collaborate with related functions to deliver appropriate solutions and...

  • Customer Service

    18 hours ago

    Ho Chi Minh City Metropolitan Area, Vietnam TÜV SÜD Full time

    TÜV SÜD – A global leader in the field of testing, inspection, management system certification and product certification renowned for quality, integrity and technical excellence.Established more than 150 years ago in Germany, TÜV SÜD is a leading global provider of technical services with more than 28,000 highly skilled employees across 1,000 offices...

  • Officer, Retail Banking

    1 week ago

    Ho Chi Minh City Metropolitan Area, Vietnam Techcombank (TCB) Full time $70,000 - $120,000 per year

    Job PurposeThe job holder responsible for ensure to advise and provide personal financial products and services in accordance with customer needs, in order to bring the best experience to customers.The job holder ensures compliance and minimizes risks when processing transactions, providing products and services to customers.Key AccountabilitiesCUSTOMERS:...

  • Manager, Retailer Customer Success

    7 days ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam NielsenIQ Full time $80,000 - $120,000 per year

    Job Description NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer...

  • Customer Service Team Lead

    2 days ago

    Ho Chi Minh City, Vietnam Zalo Full time

    The customer service lead is in charge of overseeing the day-to-day operations of Zalo’s customer service team. They commonly manage a team of customer service representatives and may also be responsible for developing new policies or procedures to improve the quality of service being provided. We are looking for a person who knows how to resolve customer...