Mô tả công việc
Oversee daily operations of the CS team, including escalations, quality checks, and shift planning.
Actively support the team by handling customer inquiries via live chat, Facebook, hotline, and other channels when needed.
Monitor customer experience metrics such as response time, satisfaction, and conversion rate - and take action to improve results.
Collaborate with the Marketing team to launch and execute sales campaigns, ensuring CS team alignment and maximizing sales opportunities.
Drive sales performance through upselling, cross-selling, and CRM-based follow-ups.
Work closely with the Sales team to follow up on B2B leads and track sales progress.
Review team performance, coach members, and report weekly updates to the CEO.
Support employee development through goal-setting, performance review, and training.
Provide clear and consistent reporting to the CEO on customer service, sales conversions, and team KPIs.
Yêu cầu
Minimum 1 year of experience in customer service - preferably with experience supporting or leading a small team.
Proactive, responsible, and well-organized, able to work independently as well as in a team.
Strong communication skills in English
Skilled in listening, problem-solving, conflict resolution, prioritization, and planning
Willing to learn and adapt quickly in a fast-changing environment.
Flexible, open-minded, and able to collaborate effectively with other departments - especially Marketing and Sales.
Experience in Ecommerce or working in a startup/SME environment is an advantage.
Quyền lợi
13th month Salary
Quarterly performance bonus based on KPI
12-14 days annual leave
Bonus for participating in floral industry events: March 8 (International Women's Day), October 20 (Vietnamese Women's Day), and February 14 (Valentine's Day).Loyalty bonus (successful completion of service per year)
Yearly salary increases according to company policy
Social health insurance
Paid Annual leave
Professional and dynamic working
Competitive Salary (to be discussed more in interview)
Birthday welfare
Parking allowance
Teambuilding activities and social events (company trips, charity trip, New Year's party, kickoff party, team building, lucky money)
A chance to develop working practices and knowledge base with foreigner manager.
A focus on personal and professional growth based on individual goals.
Entitled to Vietnamese national and public holidays according to the labor code
Other benefits as company's regulation
Bảo hiểm xã hội, Team building, Phụ cấp thâm niên, Du lịch hàng năm, Thưởng hiệu quả làm việc, Thưởng tháng 13
Thông tin khác
Thời gian làm việc
Thứ 2 - Thứ 6 (từ 09:00 đến 18:00)
Thông tin chung