Job summary

Job Responsibilities

Lead and Develop an Exceptional Customer Service Team:

• Provide day-to-day leadership and operational support for the Customer Service Team.
• Ensure the team has the resources and tools required to deliver high-quality and timely service.
• Handle complex and critical customer service challenges effectively.
• Empower team members to make independent decisions.
• Guide the team in transforming customer interactions into sales opportunities.

Champion Customer Service Excellence:

• Collaborate with internal teams (e.g., commercial, operations, finance) and key customers to identify areas for service improvement.
• Implement the global vision and strategies for the customer service function.
• Define, communicate, and execute customer service policies, procedures, and best practices.
• Support initiatives and projects aimed at driving growth and enhancing service quality.

Governance and Performance Management:

• Develop key performance indicators (KPIs) aligned with global customer service goals.
• Monitor and evaluate team performance using established competency frameworks.
• Achieve agreed annual sales targets and budget objectives for the customer service team.

Team Development:

• Strengthen team capabilities through training, coaching, and mentoring based on established frameworks.
• Organize, prioritize, and delegate tasks to ensure smooth team operations (e.g., recruitment, onboarding, and training).
• Foster team engagement, motivation, and accountability to drive goal achievement.
• Stay updated on the latest customer service trends and incorporate these for continuous team improvement.
• Cultivate a growth mindset within the team, encouraging proactive performance enhancement.

Build and Maintain Key Customer Relationships (Where Applicable):

• Develop and nurture strategic relationships with key customers.
• Oversee the daily management of strategic accounts, such as super contractors, when required.

Sales Operations Responsibilities:

• Assess market opportunities to identify potential customers and emerging business channels.
• Analyze competitive market data to prioritize growth opportunities.
• Collaborate in the creation and delivery of marketing and technical presentations for sales engagements.

Experience requirements

• Proven experience in managing operational customer service teams.
• Strong strategic and customer-centric mindset with a clear understanding of broader market dynamics.
• Skilled at motivating and effectively communicating with individuals at all organizational levels.
• Adaptable and capable of thriving in dynamic and evolving environments.
• Demonstrated strong leadership abilities.
• Collaborates effectively with peers and key stakeholders across Commercial, Finance, Marketing, and Operations to drive customer-focused improvements.
• Forward-thinking and visionary in shaping the future of customer service.

Education requirements

• University degree or higher qualification.

Please click the APPLY button or contact Mr. Tri Phu at +84 367 665 672 or tri.phu@adecco.com to discuss further.

Contact Person

• Tri Phu
• Adecco
• Tel.