Manager, Customer Operations Excellence-Vietnam

Team and Role Introduction:
- Handle customer inquiries and complaints via phone, email, and live chat, providing prompt and professional assistance.
- Maintain a deep understanding of Alibaba International's products and services to effectively address customer needs.
- Develop and implement strategies to resolve complex customer issues, ensuring high customer satisfaction.
- Collaborate with cross-functional teams, such as sales and product, to resolve escalated issues and improve overall customer experience.
- Document customer interactions, update customer records, and track key performance indicators (KPIs) to measure service quality.
*** Responsibilities:
Monitoring and Performance Evaluation:
· Monitor and evaluate the daily operations of the Hub Team, including tracking progress, quality of request processing, and adherence to procedures.
· Develop and implement a system of Key Performance Indicators (KPIs) for the Hub Team, tracking and analyzing results to identify strengths, weaknesses, and propose solutions for improvement.
· Ensure the Hub Team achieves the established service quality targets (e.g., response time, seller satisfaction).Performance Management:
· Evaluate the Hub Team's performance based on scorecards, identify areas for improvement, and recommend appropriate training and development solutions.
· Provide regular feedback to the Hub Team on their work performance, offering guidance and support to enhance their capabilities.
Process and Policy Synchronization:
· Ensure consistency in customer service processes and policies across related teams (CS/COG/Hub Team/Ops).
· Act as a bridge between the Hub Team and other teams to ensure timely and accurate information sharing.
Reporting and Data Analysis:
· Conduct in-depth analysis of customer data, product effectiveness, and service delivery to gain insights, and propose solutions to enhance service experience and increase the Hub Team's operational efficiency.
. Develop straightforward and easy-to-understand reports for management regarding the Hub Team's operational status, including improvement suggestions.