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PURPOSE OF POSITION:
• To develop and/or execute Customer Service initiatives and strategies to achieve business targets and revenue growth.
• To drive the mind-set and attitude that Customer Service is a key differentiator of our business and find ways to measure customer satisfaction and improve services.
• Lead and drive customer satisfaction to achieve best-in-class standards and establish CS as a competitive advantage for the organization.
• Develop, implement and improve standard operating procedure (SOP) including Sales process and CS manual. Developing feedback or complaints procedures for customers to use.

PRINCIPAL ACTIVITIES:
1. Customer Service Management
• Plan and implement short and long goals in customer services management to ensure excellent service to customers.
• Provide direction for initiatives targeted towards improving service excellence and restoring confidence in service recovery incidents.
• Ensure the Sale Forecast Accuracy by coordinating with Sales, Operation Team for stock supply.
• Build relationship with customers and develop/support initiatives to improve services and add value to customers.
• Assess customer services, delivery and quality issues by conducting customer surveys, customer opinion analysis and yearly customer satisfaction surveys.
• Handle customer complaints and claims professionally and properly. Keeping accurate records of discussions or correspondence with customers.
• Drive continuous improvement to provide ease of use for our customers and act on feedback on a timely basis.
• Manage all KPIs targets through effective management of the Customer Service function.
• Coordinate with Sales to launch marketing program successfully to customers.
• Develop standard customer presentation and proposal template.

2. Finance & Projects
• Plan the Annual Operational Plan on areas pertaining to the management of the Country CS function in tandem to business growth.
• Prioritise and manage the allocation of appropriate resources and commitment of staff to the achievement of Country and Regional objectives.

3. People Management
• Plan, organise and direct an efficient and effective team of Customer Service professionals.
• Develop KPIs and monitor individual performance using data. To provide regular feedback via coaching / mentoring.
• Motivating and retaining the best of customer service talents to enhance customer service experiences for our customers as well as to develop staff to the maximum potential.
• To ensure it is a safe, fun and healthy environment to work in.

4. Reports
• Develop sales performance and customers reports such as period volume reports, reports analysing statistics or other data to determine the level of customer service your organisation is providing, etc.
• Provide regular updates to Country Management Team on customers' feedback, KPIs performance and areas of improvement, if any.
• Work closely with cross-functional teams to resolve customers' issues and support business growth.
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work system.
• Other jobs will be assigned by Country Manager.

• Degree in Customer Service/ Business Management / Logistics / Marketing & Communications
• Excellent in both writing and speaking Vietnamese and English communication languages
• Proficient Knowledge of Microsoft Office
• Proven leadership skills in Customer Service experience, preferably in a supply chain environment
• At least 3 years of management experience in a customer service environment preferred
• Be able to negotiate tactfully with key stakeholders and key accounts while understanding the overall outcome that is required for the Loscam group
• Outcomes Focus and understand Product & Service knowledge
• Communication skills that is able to inform, help and advise customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team of customer service assistants
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• An ability to work well under pressure
• Organisational and planning skills to develop customer service policies
• Good personal presentation, especially when face-to-face with customers
• A commitment to improve your customer service skills on an ongoing basis

Other Benefits:
- Bonus: Management Bonus.
- SHUI and Health Care Insurance for oneself and their children.
- 15 annual leaves days