CS Leader - Trưởng nhóm chăm sóc khách hàng

Roles & Responsibilities
CUSTOMER SERVICE:
Lead the AM team by the example to ensure each team member constantly implement the core values of the company in their daily job
Lead the AM team to provide an excellent overall service to the company's customers
Establish and maintain a strong and long-term relationship with all the customers within the portfolio
Monitor the progress of order completion/service provision with the customer, to ensure the highest level of customer satisfaction.
Work closely with Operation Teams to deliver the best customer experience: Orders, follow up, customer feedback
Assist the team members in dealing with customers for specific requests and resolve issues and complaints in a timely manner
Manage customer contracts: Initiate, deal and renew contracts with customers following the guidelines of the company to support the business development
Work with accounting department to follow up customer payments and monitor customer debts
Work with the team to ensure a constant work excellence and improvement to meet customer satisfaction and maintain client loyalty at all times
Make sure that the AM team prepare and complete all the regular reports for the Management in due time
Report all necessary customer information and feedbacks to the Management
Train the new members and coach the team for development
SALES:
Lead and coach team to ensure the achievement of the team commercial KPIs: Sales, profit, payments & debts
Visit the customers on a regular basis to strengthen the customer relationships and ensure that the company's activities are well communicated to the clients
Propose, plan and implement with the team the promotions, the new product launchings, the workshops and any other related tasks with the im to increase sales volume and market coverage
Work with the team to identify and maximize new sales opportunities among the existing customers: New brand, new products, etc.
Work closely with Sales Team to identify potentially new business opportunities in the market to develop the business
Keep up-to-date on current market changes and trends to identify improvements or recommend new products
Kaizen:
Be a creative force: Do not hesitate to propose initiatives or new ideas to improve the working process aiming at company's development
Be flexible and adaptable: Always be ready to try new ideas, to embrace the change for further development
Collaborate with team members to achieve better results