Customer Service Manager

*According to Decree No.13/2023/ND-CP on protecting personal data (“PDP”), Home Credit Vietnam would apply "Personal Data Processing Agreement" with all candidates to ensure compliance with the decree.

By submitting this application to Home Credit Vietnam Finance Company Limited through Vietnamworks, you agree to allow Home Credit to proceed your provided information in accordance with Personal Data Processing Agreement that you have read, fully understood and agreed to the entire content at link https://career.homecredit.vn/vn/article/id/217.

Key Responsibilities:

1. Oversee daily customer service operations:

- Supervise customer service teams across various channels (call, chat, email, social media, in-person)

- Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

2. Develop and improve customer service processes:

- Propose improvements to optimize customer care workflows and enhance retention

- Collaborate with other departments (sales, marketing, operations, etc.) to resolve complaints and customer feedback effectively

3. Team development and management:

- Recruit, train, evaluate performance, and develop the capabilities of customer service staff

- Foster a positive work environment to enhance motivation and productivity

4. Monitor and report on performance metrics:

- Establish and track key performance indicators (KPIs) such as CSI, NPS, FCR, AHT, etc

- Analyze data and customer feedback trends to provide strategic recommendations for customer experience improvement

5. Leverage technology and automation:

- Recommend or support the implementation of technologies (CRM, chatbots, ticketing systems, etc.) to enhance customer service efficiency

6. Others:

- Create and manage CHR related to Team in-charged

- Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations

- Create and control motivation program for subordinates

- Manage budgets and costs effectively in respect of the planning process

- Other tasks are assigned by Line Manager

- Minimum of 5 years of experience in Customer Service, with at least 2 years in a leadership/managerial role (Supervisor/Manager)

- Bachelor's degree

- Quick learner with the ability to grasp end-to-end processes and cross-functional policies

- Strong leadership, people management, and interpersonal skills

- Well – structured, excellent verbal and written communication

- Proficient in English

- Good Presentation skills