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Customer Service Manager

JOB DESCRIPTION

  • 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

JOB REQUIREMENTS

  • 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

BENEFITS

  • 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.

APPLY

  • If you are interested in this position, please send your CV via mail: careers@haravan.com.
  • Address: Tầng 4, tòa nhà Flemington, số 182, đường Lê Đại Hành, phường 15, quận 11, Hồ Chí Minh.

 

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