Customer Service Team Lead/ Assistant Manager

1. Job brief:

We are looking for proactive, detail-oriented Customer Service Team Lead and Assistant Customer Service Manager for customer service department. You will join and support our customer service teams in delivering outstanding service and maintaining high customer satisfaction. These roles are perfect for someone passionate about fostering team success and ensuring smooth daily operations while addressing customer needs with efficiency and care.

- Working location: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC

- Working hours: This position requires direct client interaction within the US, with working hours aligned to US time zone from 9PM – 6AM (Mon – Fri). Flexibility and remote work options are available.

2. Responsibilities:

a. Team Support and Coordination

- Assist in supervising and mentoring the customer service team.

- Coordinate team schedules to ensure adequate coverage and adherence to service level agreements (SLAs).

- Provide input on training plans to help team members improve their skills and productivity.

- Act as a back-up for team members during staff turnover or high-demand periods.

b. Customer Service Operations

- Ensure smooth daily operations, adhering to established customer service policies and procedures.

- Address escalated customer inquiries and complaints, ensuring timely and effective resolution.

- Support in monitoring workflows and identifying areas for process improvement.

c. Performance Monitoring

- Track team performance metrics and ensure alignment with department goals.

- Collaborate with the Customer Service Manager to analyze performance data and customer feedback.

- Implement and maintain quality control measures to enhance service delivery.

d. Client Interaction

- Assist in maintaining relationships with key clients by addressing their service-related inquiries.

- Support the preparation of regular reports on service performance and improvement initiatives.

e. Process Improvement

- Stay informed about industry trends and recommend ways to optimize customer service operations.

- Contribute to the development and execution of innovative strategies to enhance customer experience.

1. Qualifications, skills, experience:

- Bachelor‘s degree in Business Administration, Management, or a related field.

- Working experience:

+ For Assistant manager position: Minimum of 5 years of experience in a customer service role, with at least 3 years in a supervisory position.

+ For Team lead position: Minimum of 3 years of experience in a customer service role, with at least 1 year of experience in team management roles.

- Great English skills

- Proven experience in an outsourcing, staffing or BPO (Business Process Outsourcing) environment is an advantage.

- Have leadership and people management skills.

- Excellent communication and interpersonal abilities.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

- Proficiency in customer service software and CRM systems.

- Ability to work under pressure and manage multiple priorities.

2. Work behavior:

- Ability to lead, plan and manage in an entrepreneurial, team-oriented environment.

- Highly organized with strong project management skills, and drive to meet organizational objectives; ability to manage multiple projects on interrelated timelines.

- Demonstrate experience in getting things done in dynamic, entrepreneurial environment.