Job Detail
Offerd Salary (USD)
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Career Level Trưởng Nhóm/ Giám sát
Experience N/A Years
Gender Male/Female
Sector
Hà nội
Industry
Job Description
ABOUT THE ROLE
Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just under 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best-valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.
We are looking for a customer-centric manager and team leader with strong leadership skills and a deep understanding of customer satisfaction insights. You will be in charge of managing Crossian's customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.
Are you ready to thrive in our fast-paced environment and become our customer advocate and trusted strategic partner? You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
This role is perfect for you if you are a self-starter, have at least 3 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.
WHAT YOU WILL DO
Day-to-day Operation (50%)
Lead and manage a team of up to 30 agents, including in-house and outsourced employees (you will be supported by functional team leaders)
Manage workflow, escalations and effectively delegate workload across the team
Maintain and improve day-to-day operations
Identify and resolve problems raised by agents
Track employees' performance and attendance
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Solve complex customer service issues and proactively prevent negative service trends
Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
Strategic Management (30%)
Quality assessment/review
Design quality assessment scorecards & processes
Implement quality assessment on all agents on a weekly/monthly basis
Monitor and improve customer inquiry resolution quality
Create development plans for agents with low-quality scores
Identify and eliminate root cause barriers to accuracy, productivity, and quality
Customer satisfaction management
Ensure core satisfaction metrics are measured and analyzed on a regular basis
Collect customer insights from various channels and provide feedback to responsible departments
Risk management
Detect, measure, and analyze operational risks
Create risk reports and provide insights for other business stakeholders
Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
Long term: design reports and work with engineering to build risk monitoring dashboard as needed
Team Management (20%)
Evaluate the performance of the team on a regular basis
Develop, coach, and support individuals at all stages of their career
Interview, onboard and train new employees
Plan, assign and direct work
Reward and discipline employees
Provide effective conflict resolution
Design and carry out employee training programs based on market trends, and business needs
Ensure team culture is in line with the vision, mission and core values of the company
WHAT YOU CAN EXPECT
At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:
Competitive salary ($3000 & negotiable depending on what you bring to the table)
Full salary during probation
Relocation package to Hanoi (*conditions apply)
20 days work-from-home & 12 days of paid annual leave
Global health insurance package for yourself and direct family members
Guaranteed 13th month salary
Quarterly bonus & Year-end bonus as part of our profit sharing program
A Pantry & a Crossian Cafe stocked with goodies, ready to serve
Lots of other company benefits including 5-star annual company trip, budget for frequent team building activities and other monthly / quarterly / annual company events
General company T&D Program + dedicated T&D budget for managers
Other benefits in accordance to Company's Policy and Vietnam Labor Laws
Requirement
WHAT WE ARE LOOKING FOR
Bachelor's degree or higher
6+ years of experience in customer service with at least 3 years in a managerial role
Proven experience working with native English speaking customers
Solid understanding of customer behaviors
Ability to work under pressure and balancing constraints that might be outside of your control
Excellent English communication with focus on reading, writing skills and perfect grammar
Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus
ADDED PLUSES
Experience setting up and working with customer service softwares
Experience working in DTC e-commerce or similar
Microsoft Excel expertise
Knowledge of industry's best practices
Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
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