Customer Service Manager

Job Description

• Lead customer support teams, handle escalated issues, and ensure customer satisfaction. Oversee daily customer service operations and team performance.
• Develop strategies to improve service quality, address customer concerns, and enhance overall customer experience.
• Provide regular performance reports and propose improvement initiatives when necessary.
• Manage and ensure that customers receive timely and effective support while driving your team to achieve service targets. Train, mentor, and develop customer support staff.
• Build and implement customer service policies and best practices.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction score (CSAT).
• Analyze customer feedback to identify opportunities for service improvement.
• Collaborate with Sales, Marketing, and Product teams to optimize customer experience.
• Manage customer support tools and CRM software.
• Ensure compliance with company policies and industry regulations.
• Stay updated on emerging trends and technologies in customer service.

Job Requirement

REQUIREMENT

• Minimum 2 years of experience in a similar managerial role, preferably in online education, telemedicine, hospitality, or related industries. Strong preference for candidates with experience in the education sector.
• Proficiency in foreign languages is a plus, especially candidates with an English teaching background.
• Strong knowledge of CRM software (Salesforce, Zendesk, Freshdesk, HubSpot, etc.). Experience in customer data analysis and service improvement initiatives.
• Deep understanding of customer service best practices and industry standards.
• Excellent problem-solving and conflict-resolution skills. Proactive with a high sense of responsibility.
• Strong leadership, training, and team management abilities.
• Outstanding communication and interpersonal skills. Ability to handle high-pressure situations and escalations effectively.
• Willingness to work overtime when necessary and able to perform under pressure.

BENEFITS

• Salary: 18,000,000 – 25,000,000 VND + allowances
• Opportunity to work in a multinational environment.
• Exposure to PalFish ecosystem products, with a well-structured Singaporean learning program.
• Holiday and festival bonuses as per company policy.
• Paid leave, public holidays, and personal leave in accordance with labor law (≥ 12 days/year).
• Full coverage of social, health, and unemployment insurance; annual company trip.
• Compliance with all employee benefits as required by the Vietnam Labor Code.
• Clear career growth path with flexible salary increases based on performance and contributions.
• Spacious, modern, and well-equipped office environment.
• Continuous professional training and development opportunities.