Tuyển Customer Success thu nhập Thoả thuận Toàn thời gian tại Hồ Chí Minh - CÔNG TY CỔ PHẦN CÔNG NGHỆ KIOTVIET

Lead the implementation of the Customer Success department\'s operational plan, proactively engaging potential customers to maximize retention and encourage renewed product usage.
Oversee the team\'s use of reporting tools and facilitate cross-functional collaboration with other departments to ensure prompt and professional resolution of customer issues.
Analyze churn data and develop targeted strategies to re-engage inactive customers.
Develop and enforce internal guidelines, performance metrics (KPIs), and call center operational standards to elevate the quality of customer care.
Manage personnel resources, including recruitment, onboarding, training, shift scheduling, and leave management for the team.
Monitor training programs to guarantee that all team members execute their responsibilities according to established procedures.
Address and resolve escalated issues beyond the scope of individual team member responsibilities.
Enforce adherence to company policies, customer service protocols, and operational procedures from onboarding through the employment lifecycle.
Implement employee recognition, promotion, and disciplinary actions to foster a high-performance culture and retain top talent.
Oversee the call center and customer information systems, identifying and recommending improvements to optimize operational efficiency.
Compile and analyze customer feedback to identify trends, pain points, and opportunities for product improvement.
Develop and maintain a comprehensive database of customer issues and resolutions.
Segment customer data to inform targeted engagement strategies and departmental planning.
Prepare and present regular reports to the Customer Service Director on team performance, key metrics, and strategic initiatives.
Collaborate with the Customer Service Director to develop and implement strategies for enhancing customer lifetime value.
Identify opportunities to improve the customer onboarding process and drive product adoption.
Contribute to the development of best practices and knowledge sharing within the Customer Success team.

Bachelor\'s degree or higher in a related field.
Minimum of 2 years of experience in Customer Success, Account Management, or a related field, with at least 1 year in a team lead or supervisory role.
Experience in the software, e-commerce, IT, or retail industries is highly preferred.
Proven ability to lead, motivate, and develop a high-performing team.
Excellent communication, interpersonal, and problem-solving skills.
Strong analytical skills and the ability to interpret data to drive decision-making.
Proficiency in using CRM software and other customer success tools.
Demonstrated commitment to providing exceptional customer service.
\"Yes, if\" mindset, demonstrating adaptability to rapid technological changes and a proactive approach to optimizing work processes.

Competitive salary commensurate with experience and qualifications.
Performance-based bonuses and incentives.
Comprehensive health insurance and benefits package.
Opportunities for professional development and advancement.
Dynamic and collaborative work environment.
13th-month salary
Holidays bonuses
Annual health check

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Hạn nộp hồ sơ: 12/05/2025

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