Customer Service Senior Executive

Position Summary

Role and Responsibilities

• CS Operations Overall Key Performances Index (KPI) management:

- Monitor overall CS operations performance thru pre-defined system and index.

- Analyze KPIs and conduct comprehensive report to CS management.

• Sales Support Management:

- Main contact of CS Sales Support management to stakeholders.

- Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.

• Data Analysis:

- Set up model of data analysis for overall CS operation report and dashboard.

- Improve accuracy of data and avoid abnormal or mis-matching claims.

- Study CS operation productivity improvement based on data analysis.

• Operation Planning:

- Execution to CS processes, policies to improve CS service quality and sales support.

- Set up model of market sensing to report with CS management for operation planning and development strategy.

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Skills and Qualifications

* Bachelor’s degree in Business Administration, Customer Service Operations or service-related functions

* Strong analytical skills with the ability to review data, identify operational issues, and support improvement initiatives.

* Able to communicate and present in Vietnamese and English

* Customer-oriented mindset, proactive working attitude, and strong teamwork/cross-functional collaboration skills.

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