Customer Service Team Leader

1. Manage and coordinate customer service operations
   Plan, organize, and supervise the entire process for receiving, handling, and responding to customer service requests, including warranty, maintenance, repair, and technical consultation.
   Manage the work progress and service quality of technicians and customer care staff.
   Coordinate with the Sales, Warehouse, and Technical departments to ensure services are delivered in accordance with commitments.
2. Improve service quality
   Develop and improve after-sales service procedures and technical issue-handling standards.
   Propose after-sales policies and periodic customer care programs to improve customer satisfaction.
   Analyze customer feedback data to develop service improvement plans and act as the liaison with technical representatives of partner brands such as EFI, Lombardi, and Iwasaki.
3. Training
   Train and manage the service and technical staff.
   Provide training on communication skills, situation handling, and product-related technical knowledge.
4. Reporting and analysis
   Prepare periodic reports on customer service status, satisfaction indicators, number of support requests, and team performance.
   Propose budgets, staffing plans, and service improvement solutions.
5. Upselling and cross-selling (additional duties)
   Introduce service packages, consumables, spare parts, and accessories.
   Sell used machines in the offset, label, and carton machinery categories.

Yêu cầu ứng viên

Education & Experience:

- Bachelor's degree or higher in Engineering, Mechatronics, Printing, Business Administration, or a related field.

- 3 years of experience in a service, after-sales, or technical supervisory role; experience in industrial equipment, printing machinery, automation, electrical, or electronics fields is preferred.

Required Skills

- Good English (4 skills)

- Team leadership and process development skills

- Communication, negotiation, and problem-solving skills when working with demanding customers

- Employee training and development skills

- Ability to analyze service data and develop strategies

- Proficiency in office software, CRM software, and warranty/maintenance management software

Candidates who can read and understand English technical documents are preferred

Quyền lợi được hưởng

Salary:

- Basic salary: VND 16-25 million (depending on competency)

- Service performance bonus (KPIs) plus phone and travel allowances

If business travel is required, the Technical Department's business travel policy shall apply.

Other Benefits and Policies

- Holiday and Tet bonuses, 13th-month salary policy, and business performance bonus

- Employee policies are applied in accordance with current Vietnamese law and other Company regulations.

- Entitled to Social Insurance, Health Insurance, Unemployment Insurance, and other benefits as prescribed by the State.

- Fair promotion opportunities and a dynamic, friendly working environment.

Annual domestic and overseas company trips.