[HCM] Customer Operations Manager

Địa Điểm Làm Việc: Hồ Chí Minh
Đăng nhập để xem mức lương 591 lượt xem - Hết hạn trong 10 giờ

Các Phúc Lợi Dành Cho Bạn

Attractive benefit package
Provide social insurance as regulations
Work with top talents worldwide

Mô Tả Công Việc

• Help maintain a comprehensive knowledge base library with diverse resources for associates to have at their disposal and to use quickly and effectively to resolve customer issues.
• Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans, and business continuity actions.
• Serve as escalation point in resolving urgent or critical customer service issues beyond the scope of a team leader or associate.
• To collect VOS/VOC from customers effectively and analyze & make report to reflect to Company’s Business Plan and Actions.
• Leverage data, reporting, and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders.
• Have direct oversight of key performance indicators, customer satisfaction, performance monitoring, and associate development/mentoring.
• Help assess Standard Operation Procedures and workflows to identify ways to improve increase customer satisfaction and operational efficiency.
• Identify process improvement opportunities to drive operational efficiencies
• Create associate performance management program and carry out improvement plans as needed.
• Help coordinate new program and technology initiatives.
• Assist with recruiting, hiring, and onboarding contact center associates.
• Establish employee engagement & incentive program to motivate employees and maintain a positive, enriching environment
• Direct and supervise team leaders, providing coaching, mentorship, and development
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

➢ Experience:
• At least 3 years’ experience in B2C retail & e-commerce customer service experience required
• At least 3 years of Contact Center experience is preferred o Experience with call center phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred

➢ Skills:
• Proven organizational, project management, and analytical skills
• Great communication skills; both verbal and written
• Proficient skills in Microsoft Word, Excel and Power Point
• Outstanding organizational, planning and problem - solving skills with the ability to prioritize multiple issues and produce solutions
• Possess a clear vision and personal drive to optimize business and customer value

➢ Abilities:
• Ability to influence people and performance at all levels of the organization
• Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business
• Ability to create strategy and tactical approaches to address issues
• Ability to rapidly acquire a thorough knowledge of processes and procedures
• Ability to effectively communicate those processes and procedures and map out visually

Địa Điểm Làm Việc


Navigos Search is the leading, most experienced and highly qualified executive recruitment firm in Vietnam. Our mission is to help people and companies achieve their dream. We do this by matching talented individuals to the jobs for which they are best suited, ensuring that our clients have the right people on board that they need to succeed, and our candidates land the job of their dream. We accomplish this mission thanks to our strong expertise in local labor market, an established and broad network of clients and candidates and a proven recruitment method of international standards.

Xem toàn bộ thông tin công ty
100-499 nhân viên


Chương trình được thiết kế đặc biệt dành cho học viên vừa học vừa làm, quỹ thời gian ít

Bằng được công nhận bởi Bộ GD&ĐT Việt Nam do ĐH. J.M Lyon 3 (Pháp) cấp có giá trị toàn cầu

Học phí tối ưu, tiết kiệm nhiều nhất, thời gian đào tạo rút ngắn còn 1 năm tại Việt Nam