Customer Service Manager (8 months contract)
- Ho Chi Minh City
- Permanent
- Full-time
- Oversees overall customer service activities. This includes the chat function on online channels ranging from eCommerce platforms like Lazada and Shopee to brand.com and social commerce platforms, responses to customer reviews and ratings, customer outbound calls and customer experience projects.
- Establishes CX team service standards and SOPs and enforces daily and operational SLAs.
- Focuses on best-in-class customer experience while meeting performance-related KPIs (e.g. Chat Response Time, Chat Response Rate). Conducts daily QC and QA of chat responses, product discussions, responses to customer ratings and reviews.
- Backup stand-in for CX Team to directly handle the chats, product discussion or ratings and reviews.
- Acts as the lead PIC for escalations and follow-up with internal departments or brand clients.
- Works with the Commercial team to ensure proper information flow on promotional schemes and regular updates of Brand FAQs.
- Reviews customer experience data, distills insights and works with the Commercial team to escalate issues pertaining to product quality and consumer expectations.
- Partners with the Regional team and other functions to lead and implement projects. Monitors roll-out of CX Tech features and provides feedback to the Tech team as needed.
- Manages, coaches and retains a team of ~10 agents.
- University degree
- Proficient in English
- 3-5 years of experience in a similar role, at a distributor, ecommerce enabler, brand, retailer, or marketplace platform.
- Understanding of e-commerce fundamentals with a commercial performance-driven mindset.
- Strong analytical skills to distill actionable insights from dashboards. Logical thinking and problem solving skills supported by good knowledge of Excel.
- Excellent communication skills including responsiveness, active listening skills and client service, solution-oriented mindset.
- Strong interpersonal skills, flexible and collaborative attitude. Outstanding team player.
- Eager to learn and looking to make an impact. Adaptable with a proven ability to thrive in a fast-paced start-up environment
- Excellent and competitive compensation package
- Professional and open international working environment – culturally integrating the best of all cultures to take the best of each and ensure we build an energetic, commercial, and fun working atmosphere.
- You are one of the pioneers of a new and cutting edge Intrepid product underpinned by strong tech. You have a key position in the Intrepid Insights team working on a unique product solving complex data challenges.
- Ample opportunity for personal and professional development, both on the job and through regular training (Ecommerce topics, technical skills, soft skills and leadership training) made available on our proprietary learning platform Intrepid University
- You will work with many brilliant co-workers who are movers and shakers of the industry, as well as with leading brand and ecosystem partners across all categories to shape their presence across all ecommerce platforms in the years to come, and will have a broad view on the latest developments in the South East Asian e-commerce ecosystem