Customer Service Manager
- Ticket Resolution: Timely resolution (as per our SLA) of ALL support tickets (Questions, Incident, Problems, Service Request) coming from ALL channels (chat, email, portal, phone...)
- Customer onboarding: New customer account setup, customization and Administration and Usage training
- Ticket Distribution: Support ticket distribution to team members, progress and closure monitoring
- Team Mentorship: Helping team members to improve productivity
- Training and Knowledge Sharing: Using the knowledge acquired by supporting customers to train the entire support team
- Resource allocation: Designing and managing support shifts to provide best possible support to customers
KEY PERFORMANCE INDICATORS
- SLA Adherence
- Improvement in Response Time
- Improvement in Resolution Time
- Customer Satisfaction (CSAT) score
- Must have 2+ years of meaningful experience in a IT/ SaaS company
- Should have experience of doing Software Application Support
- Must be hands-on with tools (support tools) and processes (customer ticketing and resolution process)
- Must be well versed with web applications, especially SaaS applications
- Must be pleasant talk to. Someone whom customers look forward to speak to.
- Must be willing to work very hard and be flexible to work on few Saturdays
- Attractive salary and benefits package.
- Working environment: dynamic, challenging and great teamwork.
- Internal events: Engagement activities, Company Trip, Team building, Haravan's birthday, Year end party…
- Annual leave: 12 days/year, be increased 1 more day with 3 working years.
- Performance review twice a year.
- Annual health check-up.
- Annual bonus - 13th month salary, Yearly bonus - based on employees and company business performance.
- Development opportunities: great career path, working with talented team, approaching newest technologies, and challenging with new projects.
- If you are interested in this position, please send your CV via mail: email@example.com.
- Address: Tầng 4, tòa nhà Flemington, số 182, đường Lê Đại Hành, phường 15, quận 11, Hồ Chí Minh.