Director of Customer Service

Negotiable 1357 views - Expires in 3 days

What We Can Offer

Competitive salary
Travelling opportunities
Company and Individual bonuses for hitting targets/ KPIs

Job Description

What you will be doing for our customers :
● Define and implement a customer success and technical support strategy that provides our customers a world class customer experience
● Build strong relationships with our customers, anticipate their needs and help them use our product to make their businesses more effective and successful
● Work closely with cross-functional teams and leaders including sales, product and finance to help customers resolve issues they are facing.
● Embody and represent the voice of the customer internally to contribute to the improvement of the product platform;
● Develop in-depth knowledge of the software, our customers and our processes;
● Support the technical support team in their diagnosis and resolution of issues, follow up on technical issues and improvement requests;
● Manage escalations for customer issues, act as liaison between technical services and customers, ensure resolution and recommend process improvements;

What you will be doing with the Team:
● Lead and manage a growing team of Customer Support Specialists serving a global B2B customer base
● Develop Customer Support Specialists to be product knowledge experts and to provide a consistently super high quality level of support at all times.
● Measure Customer Engagement by tracking how our customers are using the product and provide this information to our teams so that we can better serve our customers
● Work closely with customers to develop and implement best practices for serving our customers.
● You'll be a champion for the customer in internal discussions and help identify feature requests and bug fixes.
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Job Requirements

● Minimum 7 years experience in a Customer Support, or an Account Management role, including at least 3 years in a team leader/management role.
● Successful experience in building and leading diverse teams;
● An understanding of technical support, user training and onboarding;
● A natural ease with technology tools and a strong ability to learn and popularize concepts to a diverse audience;
● An analytical and process-oriented mindset;
● Outstanding command of the English Language - written and spoken. (French is an asset). You will be able to articulate with superb customer communication skills, both over the phone, chat and via email.
● Experience in working within SLA’s and in achieving tight KPI’s. Detail-oriented with strong organizational skills and the ability to multi-task and prioritize in a fast-paced, dynamic work environment.
● Previous experience in the Travel Industry would be an asset
● You will also be self-motivated and able to think on your feet when dealing with customers. Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
● Ability to influence through persuasion, negotiation and consensus building;
● An ability to quickly build relationships with internal and external stakeholders;

Job Locations

Ha Do Airport building, Hồng Hà, Phường 2, Tân Bình, Ho Chi Minh City, Vietnam

InteliSys Aviation, with headquarters in Canada and a local office in Ho Chi Minh City, is an established leader in airline passenger reservation and cargo management software with their ameliaRES and ameliaCARGO products. InteliSys’ software is used by more than 40 airlines worldwide.

You can find more information from our website: https://intelisysaviation.com

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Hado Airport Building, 02 Hong Ha, Ward 2, Tan Binh, HCMC
25-99 staffs
CHƯƠNG TRÌNH THẠC SỸ TÀI CHÍNH QUỐC TẾ | ĐẠI HỌC J.M.LYON 3 (PHÁP) | VIỆN ĐÀO TẠO QUỐC TẾ - ĐẠI HỌC THƯƠNG MẠI

CHƯƠNG TRÌNH THẠC SỸ TÀI CHÍNH QUỐC TẾ | ĐẠI HỌC J.M.LYON 3 (PHÁP) | VIỆN ĐÀO TẠO QUỐC TẾ - ĐẠI HỌC THƯƠNG MẠI

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