Head of Customer Service & CX

ACG3251JOB

Our client is a technology corporation in Vietnam seeking experienced professionals to join their firm.

Job Description

1. Service Operations Policy Development

• Gather operational insights and customer input to build effective service operation policies.
  

• Establish and implement policies that support efficient and consistent service delivery.
  

• Regularly review and refine operational policies to improve performance and service quality.
  

2. Customer Experience & Service Strategy

• Lead customer satisfaction surveys and research initiatives to understand customer needs and expectations.
  

• Analyze customer feedback to identify trends and propose actionable improvements.
  

• Design and manage customer loyalty programs to strengthen long-term customer relationships.
  

• Recommend customer care initiatives that elevate the overall customer experience.
  

3. Complaint Management

• Oversee the end-to-end process of receiving assessing and resolving customer complaints within established timeframes.
  

• Compile recurring issues prepare analytical reports and offer recommendations for process enhancements.
  

4. Service Quality Assurance

• Monitor adherence to service-related policies across sales and operational teams to ensure consistent service standards.
  

• Implement corrective actions or penalties for non-compliance in service and sales procedures.
  

• Detect and escalate irregularities to ensure swift corporate response.
  

• Develop and optimize guidelines and standards for service quality control.
  

5. Additional Responsibilities

• Execute other duties assigned by management to support departmental and organizational objectives.
  

Requirements

• Bachelors degree in Business Management or a related field.
  

• Strong understanding of customer insights behaviors and service expectations.
  

• Solid foundation in designing operational policies workflows and service processes.
  

• Experience or exposure to HR Tech platforms or digital service models is a strong advantage.
  

• Minimum 5 years of experience in customer experience service operations or related customer-focused functions.
  

• Demonstrated background in developing and implementing customer policies standards and service frameworks.
  

• At least 5 years in a supervisory or managerial role within a relevant discipline.
  

• Proven track record in team leadership strategic planning and managing teams of 10 or more members.
  

• Strong leadership capabilities with the ability to motivate and guide teams.
  

• Excellent relationship management and stakeholder engagement skills.
  

• Proficient in developing strategies customer service policies and operational procedures.
  

• Skilled in managing escalations and resolving complex customer complaints.
  

• High level of integrity openness and a people-oriented mindset.
  

• Ability to work independently while maintaining strong collaboration with cross-functional teams.
  

• Resilient and capable of performing effectively under pressure.
  

• Creative adaptable and quick to learn new technologies or systems.
  

• Dependable proactive and accountable in delivering outcomes.
  

Contact: Giang Tran

Due to the immense number of applications only shortlisted candidates will be contacted.