Customer Service Manager

CARROT Global is helping our client - the Korean biomedical-tech company to recruit the Korean Speaking Customer Service Manager for their new branch in District 3, HCMC, Vietnam.
Client's Profile
A global leader in body composition technology, founded in the 1990s, expanding from a small biotech startup in South Korea to a multinational corporation with a presence in worldwide.
Role Description
This is a full-time on-site role for a Customer Service Manager for CARROT Global Vietnam's client. The Customer Service Manager will be responsible for ensuring Quality Assurance and Repairing of Equipment after-sales by managing and overseeing the customer service team. This includes providing excellent customer support on quality assurance & equipment repair, resolving customer issues, and maintaining strong communication with customers. The role is located in District 3, Ho Chi Minh City.
Responsibility
Main role: Quality Assurance and Repairing of Equipment and Solutions after-sales.
Team Leadership: Manage and lead a team of customer service representatives.
Customer Interaction: Handle escalated customer inquiries, complaints, and complex issues.
Process Improvement: Continuously improve customer service processes and procedures.
Performance Metrics: Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
Training and Development: Train new staff and provide ongoing coaching.
Collaboration: Work closely with other departments to enhance overall customer experience.