Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
Manage Call Center
Drive better sales through service.
Manage all Freelancer Sale Channel
Provide leadership to the Sourcing Team and Training team and ensure their teams are aligned to the overall customer experience vision for all corporate and consumer training programs.
Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
Reduction of the cost to serve.
Empower and Manage the Customer Service Team, After Sales Service Team.
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.
· Bachelor's degree in applicable field.
· Experience in Customer Service Management.
· 4 - 5 years of experience leading a customer success team or professional services operation.
· Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
· Excellent communication and negotiation skills (both Vietnamese and English).