Job Description

  • Lead and motivate the Customer Support team to effectively manage customer inquiries, resolve issues, and proactively address concerns.
  • Establish and monitor key performance indicators (KPIs) using CRM systems to measure team efficiency and service quality.
  • Champion a customer-centric culture and ensure consistent, positive interactions across all support channels.
  • Foster team growth by providing constructive feedback, coaching, and development opportunities.
  • Collaborate with suppliers to address order-related issues and maintain smooth communication channels.
  • Drive continuous improvement in key metrics such as Trustpilot score, CSAT, One Touch Ticket Rate, and First Response Time.

Job Requirement

  • 3+ years of proven experience leading or supervising a Customer Support team.
  • Experience within E-commerce, drop shipping, or Print on Demand (POD) industries is highly desirable.
  • Excellent English language proficiency (written and spoken), with an IELTS score of 6.5 or equivalent.
  • Strong familiarity with CRM systems, specifically Gorgias, to track and analyze customer support data.
  • Deep understanding of customer experience principles and best practices.
  • Proactive, detail-oriented, and analytical with strong problem-solving abilities.
  • Data-driven approach to decision-making and implementing improvements.
  • Intermediate proficiency in Excel and other MS Office applications.
  • Excellent communication and collaboration skills, both within the team and cross-functionally.

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HR1Vietnam Holdings

  • Company size:
    100 - 499
  • Address:
    8th Floor, 28-34 Pasteur, Nguyen Thai Binh Ward, District 1, Ho Chi Minh City, Hồ Chí Minh
  • Website:
    www.hr1vietnam.com

HR1Vietnam Holdings has over 12 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.

HR1Vietnam Holdings with more than 100 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.

HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.
 

HR1Vietnam Holdings

35 - 40 Million VNĐ

Đồng Nai

24/03/2025

HR1Vietnam Holdings

40 - 50 Million VNĐ

Hồ Chí Minh

24/03/2025

HR1Vietnam Holdings

15 - 20 Million VNĐ

Hồ Chí Minh

24/03/2025

HR1Vietnam Holdings

To 22 Million VNĐ

Hồ Chí Minh

24/03/2025

HR1Vietnam Holdings

To 28 Million VNĐ

Hồ Chí Minh

21/03/2025

HR1Vietnam Holdings

20 - 25 Million VNĐ

Hồ Chí Minh

21/03/2025

HR1Vietnam Holdings

20 - 25 Million VNĐ

Hồ Chí Minh

20/03/2025

HR1Vietnam Holdings

30 - 45 Million VNĐ

Hồ Chí Minh

20/03/2025

HR1Vietnam Holdings

20 - 25 Million VNĐ

Bà Rịa - Vũng Tàu

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HR1Vietnam Holdings

15 - 18 Million VNĐ

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20/03/2025

HR1Vietnam Holdings

40 - 45 Million VNĐ

Hồ Chí Minh

20/03/2025

HR1Vietnam Holdings

Over 20 Million VNĐ

Hà Nội

19/03/2025

HR1Vietnam Holdings

25 - 35 Million VNĐ

Hồ Chí Minh

19/03/2025

HR1Vietnam Holdings

Negotiable Salary

Hồ Chí Minh

18/03/2025

HR1Vietnam Holdings

20 - 40 Million VNĐ

Hà Nội

17/03/2025

HR1Vietnam Holdings

10 - 16 Million VNĐ

Hồ Chí Minh

17/03/2025

HR1Vietnam Holdings

20 - 25 Million VNĐ

Hồ Chí Minh

17/03/2025

HR1Vietnam Holdings

1000 - 1200 USD

Hà Nội

17/03/2025

HR1Vietnam Holdings

To 35 Million VNĐ

Đồng Nai

17/03/2025