Strategic Leadership: Develop and execute the Customer Care strategy for Vietnam, ensuring alignment with local market needs and company’s global customer experience vision.
Operational Excellence: Oversee daily customer service operations, including inbound and outbound communication channels (phone, email, social media, live chat).
Team Management: Lead, coach, and develop the Customer Care team to deliver consistent, high-quality service and meet KPIs (response times, resolution rates, CSAT, NPS).
Process Improvement: Identify and implement process enhancements, automation opportunities, and best practices to improve efficiency and customer satisfaction.
Customer Advocacy Serve as the voice of the customer within the organization, providing insights and recommendations to improve products, services, and policies.
Performance Monitoring: Track, analyze, and report customer service performance metrics to the Finance Director and relevant stakeholders.
Compliance & Standards: Ensure compliance with company policies, data protection regulations, and quality assurance standards.
Escalation Management: Oversee resolution of complex customer issues and complaints, ensuring timely and satisfactory outcomes.
Requirements:
Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
Minimum 7 years’ experience in customer care or service management, with at least 3 years in a leadership role.
Proven track record of managing customer service operations in a high-volume, premium consumer goods or direct sales environment.
Excellent communication and interpersonal skills (Vietnamese and English required)
An analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.
Customer-centric approach with a strong problem-solving orientation.
Familiarity with CRM systems, omnichannel service platforms, and customer feedback tools.
Ability to work in a fast-paced, multicultural environment and adapt to changing priorities
Willingness to travel domestically and occasionally internationally for training and coordination with regional/global teams
