Customer Service Manager

Work Location: Ho Chi Minh

Job type: Full-Time

Posted: 24-03-2022

Salary: 60,000,000 - 70,000,000 VND / Monthly

Email: thuy.pham@40hrs.vn

Job Description

KEY RESULT AREAS
(KRA)

MAJOR ACTIVITIES

OUTCOME

1. Quality Service Operation & Customer Satisfaction

•
•

•

Continuously find ways to

improve Service Coverage Suitable parts stocking for faster repair by using/maintaining

Repair Management System. Improve ASP technical competency through trainings and release of service bulletin.

•
•
•

•
•

Quick TAT for repair

Appropriate Days of Stock for

spare-parts

Service support cost reduction Spare parts delivery fulfilment Contact Center and Recycling

	•	Outsourcing Projects		Center
2. Service Partner Management * Service Network	•	Periodic review and evaluation of Service Partners and Outsource Vendors	• • •	ASP/CSP evaluation report ASP/CSP contract ASP/CSP Business Index
* Outsource Vendor			•	Outsource Vendor Performance
	•	Formulate and release Service		Measure Result
		Partner policy and guidelines.
	■	Service Partner and Outsource
		Vendor meetings and operational reviews
3. Market Understanding	•	Gather customer service	•	Corporate customer visit
		feedback	•	Customer requirements & report
			■	Competitor's service support
	•	Gather competitor's service support information		report
	•	Analyze customer requirement with countermeasure.
4. Service Product	•	Launch of Coverplus as an	■	Services revenue
		extended warranty offering to	•	Coverplus handbook
		corporate market	•	Maintenance contract
	•	Launch a Maintenance Contract when necessary as an out warranty service offering to corporate market
5. Regulation/law	•	Updating/minotoring the	•	All products are certified and
management		requirements of regulation/law by having input from consultant and		meets local regulation/law and ready to be imported and sold.
		authority and reflect status to	•	Non imcompliant case.
		Product Certification System.
	•	Share findings and required action with persons in charge in
		RHQ and HQ.

Job Requirements

EDUCATIONAL QUALIFICATIONS

· Degree in Business Admin or equivalent with at least 5 years Business management and Customer Service

experience.

RELEVANT EXPERIENCE

n Customer handling skill & understand customer/sales and service channel expectation in different market

segment on different products

· Inventory management

· Risk management (part of business management)

· Performance management

· Process reengineering

· People management

· Regulation/certification management for products

PERSONAL CHARACTERISTICS & BEHAVIOURS

· With very good leadership skills

· Mature, self motivated, takes initiative, team player

· Systematic, Organise, able to work under stress and fast pace environment

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