[HCM - Tan Phu] Assistant Customer Services Manager - Softlines

Job Description

The Customer Service Manager is responsible for leading the Customer Service team, ensuring excellent customer experience, managing customer relationships, tracking business performance, and supporting revenue growth through effective customer engagement, complaint management, and business analytics.

Key Responsibilities

Customer Service Management

Lead and manage the Customer Service team.

Ensure timely and professional handling of customer inquiries, quotations, orders, and service requests.

Maintain high levels of customer satisfaction and customer retention.

Build strong relationships with key customers.

Revenue Tracking & Forecasting

Monitor monthly revenue performance by customer, service line, and business unit.

Prepare weekly and monthly revenue reports.

Develop revenue forecasts and support business planning activities.

Work closely with Sales, Finance, and Laboratory teams to support revenue growth.

Customer Complaint Management

Manage customer complaints and coordinate investigations with relevant departments.

Ensure timely closure of complaints and implementation of corrective actions.

Monitor complaint trends and drive continuous improvement initiatives.

Team Management

Recruit, train, coach, and develop Customer Service personnel.

Set team objectives and monitor performance.

Improve team productivity and effectiveness.

Process Improvement

Identify and implement process improvements to enhance customer experience and operational efficiency.

Support digitalization and system improvement projects.

Develop reports and dashboards to support management decision-making.

Yêu cầu công việc

Qualifications & Experiences:

Bachelor's degree in Business, Science, Marketing, or related fields.

Minimum 5 years of experience in Customer Service, Operations, or Business Support.

Minimum 2 years of people management experience.

Strong analytical, communication, and leadership skills.

Good command of English.

Additional Information

Preferred industry background:

Testing, Inspection & Certification (TIC)

Consumer Products Testing

Hardlines

Softlines

Laboratory Services

Product Compliance / Quality Assurance

Quyền lợi

• Thưởng: 13-month bonus
  Performance bonus: subject to performance
• Chăm sóc sức khoẻ: Added healthcare package for self and family
• Khác: Leaves: 14-16 annual leaves and 01 birthday leave
  Voucher on birthday, wedding and other special occasions
  Allowances: Lunch, Transportation, Milk
  Full salary and mandatory insurance from probation