We are seeking a highly experienced and dynamic Customer Service Manager to lead and optimize our customer service department. The ideal candidate will not only possess a proven track record in the customer service field but also demonstrate the ability to actively participate in sales and business development activities. As a pivotal member of our team, the Customer Service Manager will be responsible for ensuring exceptional customer experiences, maintaining high satisfaction levels, and driving business growth through effective sales strategies.
Responsibilities:
- Leadership and Supervision: Manage and lead a team of customer service representatives, providing guidance, support, and mentorship to ensure exceptional performance and professional growth.
- Customer Experience Enhancement: Develop and implement strategies to enhance overall customer experience, analyzing feedback, identifying pain points, and implementing improvement plans.
- Sales and Business Development: Actively participate in sales activities, consulting and introducing our products or services to potential and existing customers. Identify new business opportunities and contribute to business development initiatives.
- Quality Assurance: Implement quality assurance measures to monitor customer interactions, ensuring consistency, accuracy, and adherence to established service standards.
- Process Improvement: Continuously evaluate existing customer service processes, identifying opportunities for efficiency, and making data-driven decisions to streamline operations.
- Customer Relations: Handle escalated customer issues, resolving complex problems promptly and effectively while maintaining a positive and professional approach.
- Training and Development: Organize and conduct regular training sessions for the customer service team, ensuring they are equipped with the necessary skills for both customer service and sales.
- Metrics and Reporting: Establish key performance indicators (KPIs) for the customer service department, monitor and report on metrics related to customer satisfaction and sales performance.
- Collaboration: Collaborate with other departments, particularly the sales and business development teams, to ensure a cohesive and seamless customer experience that aligns with business objectives.
- Business Strategy: Provide valuable insights from customer interactions to inform sales and business development strategies, contributing to the overall growth and success of the company.
Requirements:
- Experience: A minimum of 5 years of hands-on experience in the customer service field, with a proven track record of driving customer satisfaction and sales growth.
- Sales and Business Development Experience: Demonstrated ability to actively participate in sales and business development activities, including prospecting, lead generation, and closing deals.
- Leadership Skills: Strong leadership abilities, capable of motivating and inspiring the customer service team while collaborating with other departments.
- Customer-centric Mindset: Passionate about delivering exceptional customer experiences and committed to ensuring customer satisfaction at all levels.
- Problem-solving Skills: Proficient at analyzing complex issues, identifying root causes, and implementing effective solutions to improve customer service and sales performance.
- Communication Skills: Excellent verbal and written communication skills, with the ability to present ideas and proposals clearly and persuasively.
- Billingual: Ability to communicate fluently in both Vietnamese and English
- Adaptability: Thrives in a fast-paced environment, adaptable to changing priorities, and capable of handling multiple tasks effectively.
- Sales and Negotiation Skills: Strong sales and negotiation skills, with the ability to identify opportunities, build relationships, and close deals.
- Business Acumen: Demonstrates a solid understanding of business principles, able to align customer service efforts with overall business goals.
- Candidates with experience in managing rental properties is prioritized.
- Candidates with a household registration in Hanoi is prioritized.
- Minimum requirement is a Bachelor’s degree.
- Bachelor’s degree in a related field is preferred but not mandatory.
- An IELTS score of 6.5 or above.
If you are a results-driven and experienced Customer Service Manager with a proven ability to contribute to sales and business development activities, we invite you to join our team. Together, we can deliver unparalleled customer experiences and drive sustainable business growth.