Customer Success Manager – Ho Chi Minh Branch

Mô tả công việc:

1. Manage Customer Service Operations:

• Develop and implement operational plans for the Customer Service department, aiming to enhance customer experience with KiotViet's products and services.


• Engage with customers who have discontinued using the software to understand their reasons and encourage them to return.


• Utilize tools such as CRM, BI, and Atlassian (Jira, Confluence) to coordinate with other departments in resolving customer issues promptly and professionally.​

2. Staff Management:

• Establish internal regulations, KPIs, and operational targets for the Customer Service department.


• Oversee recruitment, training, scheduling, and leave management for the team.


• Monitor training activities to ensure staff adhere to established procedures.


• Address issues beyond staff responsibilities.


• Implement reward, promotion, and disciplinary measures to foster staff development and retention.


• Supervise the call center and customer information management systems, proposing necessary improvements to ensure efficient operations.​

3. Data Management:

• Compile customer feedback to build a database of issues and practical solutions.


• Maintain and categorize customer records to inform departmental planning.


• Manage and report departmental activities to the Customer Service Division Director

Yêu cầu công việc:

·  Bachelor's degree or higher.

·  Minimum of 2 years in Customer Service/Telesales and at least 1 year in a managerial role.

·  Preferably experienced in e-commerce, software, IT, or retail industries.

·  Honest, dynamic, proactive, and responsible.

·  Proficient in data analysis (Excel, BigData, OpenAI).

·  Strong management skills, including coordination and decision-making.

·  Knowledgeable in information technology.

·  High performance and adaptability

Quyền lợi & Chính sách:

·  Competitive starting salary aligned with experience and qualifications.

·  Biannual performance reviews and a 13th-month salary based on performance.

·  Performance bonuses up to 2 months' salary.