Customer Service Team Leader (Salary Level 18-22 Million)

With over 25 years of establishment and development, DC Technology Company (founded in 2000) and PMAC Joint Stock Company (founded in 2020) have become leading companies in providing comprehensive solutions for the jewelry and precious metal manufacturing industry. Our expertise covers technology, machinery, equipment, supplies, and electroplating chemicals in the Indochina region. We are currently recruiting for the position of Customer Service Team Leader to support the company. Below are the details of the position: A. JOB DESCRIPTION:

• Manage and coordinate Omnichannel Customer Service operations, ensuring service quality, response time and customer satisfaction.
• Develop, standardize and continuously improve Customer Service processes, service standards and KPIs, including CSAT, SLA, TAT, First Response Time and Resolution Time.
• Lead and develop the Customer Service team, while coordinating Technical Service activities in handling customer requests, warranty, maintenance and technical support.
• Collaborate with Sales and relevant departments on Omnichannel Sales, Upselling, Cross-selling and customer experience improvement.
• Participate in the implementation, operation and improvement of CX Hub, CRM, ERP, Ticketing and Customer Service platforms.
• Monitor and analyze Customer Service data and prepare reports on service quality, team performance and customer feedback; propose improvement initiatives.
• Build a customer-centric culture and develop team capabilities to improve service quality and operational efficiency.

B. JOB REQUIREMENTS:

• Bachelor’s degree in Business Administration, Marketing, Economics, Industrial Management, Engineering or related fields.
• 3-5 years of experience in Customer Service, Customer Experience, Customer Success, Service Operations or related fields, with experience in team leadership or supervision.
• Experience in managing Omnichannel Customer Service and serving customers for companies offering tangible products or services; experience in B2B, machinery, equipment, electronics, technical products, industrial products, chemicals or manufacturing is preferred.
• Experience in developing and improving Customer Service processes, KPIs and service standards; knowledge of Customer Experience, Customer Journey, VOC, CSAT/NPS is an advantage.
• Experience with CRM, ERP, CX Hub, Ticketing Systems or Customer Service platforms; experience in system implementation, digital transformation or process improvement is an advantage.
• Strong team management, coordination, problem-solving, communication and customer complaint-handling skills; experience working with Technical Service/Field Service teams is an advantage.
• Good reporting and data analysis skills; proficient in Excel, with Power BI knowledge as an advantage.
• Intermediate English communication skills or above, with the ability to read emails and relevant documents.

C. JOB BENEFITS:

• Competitive compensation: Attractive salary package; performance review every 6 months; clear career development path; 13th-month salary; holiday bonuses and performance-based incentives (business results, project achievements and individual performance).
• Full insurance coverage: Social, Health & Unemployment Insurance in accordance with labor law (contribution based on 70% of total salary).
• Career development & learning: Exposure to senior leaders and industry networks; opportunities to participate in digital transformation and ERP projects; continuous training and skill development programs.
• Positive culture: Young, dynamic, professional working environment with supportive managers and Board of Directors.
• Company activities: Annual company trips, team building, volunteering programs, internal events and Year-End Party.

D. GENERAL INFORMATION:

• Working hours: Monday to Friday (from 8:00 AM to 5:30 PM) and Saturday morning (from 8:00 AM to 12:00 PM)
• Company address: Hutech Building, 4th Floor, D1 Street, High-Tech Zone, Tang Nhon Phu Ward, Ho Chi Minh City.

Skills: Customer Service, Problem Solving, Communication Skills