Customer Service (CEE) Manager

Địa Điểm Làm Việc: Hà Nội
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Các Phúc Lợi Dành Cho Bạn

Competitive salary (negotiable depending on what you bring to the table)
Global health insurance package for yourself and direct family members
Quarterly bonus and year-end bonus as part of our profit-sharing program

Mô Tả Công Việc

ABOUT THE ROLE
Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best-valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.

We are looking for a customer-centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi-dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian’s customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.

Are you ready to thrive in our fast-paced environment and become our customer advocate and trusted strategic partner? You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.

This role is perfect for you if you are a self-starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.

WHAT YOU WILL DO
* Day-to-day Operation (50%)
- Lead and manage a team of up to 30 agents, including in-house and outsourced employees (you will be supported by functional team leaders)
- Manage workflow, escalations and effectively delegate workload across the team
- Maintain and improve day-to-day operations
- Identify and resolve problems raised by agents
- Track employees' performance and attendance
- Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
- Solve complex customer service issues and proactively prevent negative service trends
- Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters

*Strategic Management (30%)
Quality assessment/review
- Design quality assessment scorecards & processes
- Implement quality assessment on all agents on a weekly/monthly basis
- Monitor and improve customer inquiry resolution quality
- Create development plans for agents with low-quality scores
- Identify and eliminate root cause barriers to accuracy, productivity, and quality

Customer satisfaction management
- Ensure core satisfaction metrics are measured and analyzed on a regular basis
- Collect customer insights from various channels and provide feedback to responsible departments

Risk management
- Detect, measure, and analyze operational risks
- Create risk reports and provide insights for other business stakeholders
- Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
- Long term: design reports and work with engineering team to build risk monitoring dashboard as needed

* Team Management (20%)
- Evaluate the performance of the team on a regular basis
- Develop, coach, and support individuals at all stages of their career
- Interview, onboard and train new employees
- Plan, assign and direct work
- Incentivize high performers and provide mentorship to other performers
- Provide effective conflict resolution
- Design and carry out employee training programs based on market trends, and business needs
- Ensure team culture is in line with the vision, mission and core values of the company
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

WHAT WE ARE LOOKING FOR
- Bachelor’s degree or higher
- 10+ years of experience in customer service with at least 5 years in a managerial role
- Experience working in DTC e-commerce or similar
- Ability to analyze large and complex multi-dimensional data; turning these into actional insights for the team and business partners
- Proven experience working with native English speaking customers
- Solid understanding of customer behaviors
- Ability to work under pressure and balancing constraints that might be outside of your control
Excellent English communication with focus on reading, writing skills and perfect grammar
- Excellent communication skills for effective engagement with internal teams and external stakeholders
- Expats are also welcome to apply

ADDED PLUSES
- Experience working with data tools or software for risk/operational metrics monitoring is a huge plus
- Experience setting up and working with customer service software
- Microsoft Excel expertise
- Knowledge of industry’s best practices
- Proficiency with task and project management tools such as Jira, Asana, Trello, etc.

WHAT YOU CAN EXPECT
At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:
- Competitive salary (negotiable depending on your experience)
- Full salary during probation
- Relocation package to Hanoi (*conditions apply)
- 12 days work-from-home & 12 days of paid annual leave
- Global health insurance package for yourself and direct family members
- Guaranteed 13th month salary
- Quarterly bonus & Year-end bonus as part of our profit sharing program
- A Pantry & a Crossian Cafe stocked with goodies, ready to serve
- Lots of other company benefits including 5-star annual company trip, budget for frequent team building activities and other monthly / quarterly / annual company events
- General company T&D Program + dedicated T&D budget for managers
- Other benefits in accordance to Company's Policy and Vietnam Labor Laws

Địa Điểm Làm Việc

Tầng 1, Pax Sky, 63-65 Ngô Thì Nhậm, Phường Phạm Đình Hổ, Quận Hai Bà Trưng, TP Hà Nội, Việt Nam

Về Chúng Tôi

Crossian is a high-growth technology-driven ecommerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just under 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best-valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.

Why choose Crossian?

At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:
- Competitive gross salary
- Full salary during probation
- 20 days work-from-home & 12 days of paid annual leave
- Global health insurance package for yourself and direct family members
- Guaranteed 13th month salary
- Quarterly bonus & Year-end bonus as part of our profit sharing program
- A Pantry & a Crossian Cafe stocked with goodies, ready to serve
- Lots of other company benefits including 5* annual Summer Summit, budget for frequent team building activities and other monthly / quarterly / annual company events
- General company T&D Program + dedicated T&D budget for managers
- Other benefits in accordance to Company's Policy and Vietnam Labor Laws
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Phúc Lợi Công Ty

Salary

Competitive salary (negotiable, depending on what you bring to the table)

Young, dynamic, transparent and open-minded working culture. All ideas are welcome!

12 days work-from-home & 12 days of paid annual leave

Other benefits in accordance to Company's Policy and Vietnam Labor Laws

Global health insurance package, plus annual health check-ups

Lots of other company benefits including 5-star annual Summer Summit, budget for frequent team building activities and other monthly / quarterly / annual company events

Hình Ảnh Văn Phòng

Địa Điểm Công Ty

Tầng 1, Toà nhà Pax Sky, 63 - 65 phố Ngô Thì Nhậm, Phường Phạm Đình Hổ, Quận Hai Bà Trưng, Thành phố Hà Nội, Việt Nam

Quy Mô Công Ty

100-499
nhân viên

Liên Hệ

HR Dept

Bảo Hiểm Sức Khỏe Cho Người Dùng VietnamWorks | Hợp tác cùng Tokio Marine Vietnam

Bảo Hiểm Sức Khỏe Cho Người Dùng VietnamWorks | Hợp tác cùng Tokio Marine Vietnam

Mức phí tốt nhất chỉ từ 600.000 VND/năm

Cung cấp bảo hiểm cho người thân: Cha Mẹ (lên tới 70 tuổi) và Con

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