Mid-Level
Customer Service Senior Executive
Position Summary
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Establish goals regarding market quality, and manage market quality index in order to achieve the goals.
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Identify and analyze the market defects and customer complaints and share with the relative departments to solve problems.
Role and Responsibilities
• CS Operations Overall Key Performances Index (KPI) management:
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Monitor overall CS operations performance thru pre-defined system and index.
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Analyze KPIs and conduct comprehensive report to CS management.
• Sales Support Management:
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Main contact of CS Sales Support management to stakeholders.
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Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.
• Data Analysis:
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Set up model of data analysis for overall CS operation report and dashboard.
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Improve accuracy of data and avoid abnormal or mis-matching claims.
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Study CS operation productivity improvement based on data analysis.
• Operation Planning:
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Execution to CS processes, policies to improve CS service quality and sales support.
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Set up model of market sensing to report with CS management for operation planning and development strategy.
#Li-SAVINA
Skills and Qualifications
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Bachelor’s degree in Business Administration, Customer Service Operations or service-related functions
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Strong analytical skills with the ability to review data, identify operational issues, and support improvement initiatives.
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Able to communicate and present in Vietnamese and English
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Customer-oriented mindset, proactive working attitude, and strong teamwork/cross-functional collaboration skills.
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