Customer Service Manager
Customer Service Manager
Are you ready to build meaningful connections and elevate customer experience at every touchpoint? Do you have what it takes to lead a team that turns customer care into a strategic advantage?
As the Customer Service Manager, you will ensure FrieslandCampina Vietnam delivers exceptional service, handles market feedback professionally, and drives customer loyalty and satisfaction.
Key objectives:
• Build an effective communication channel and complaint handling function to strengthen trust and brand reputation.
• Deliver best-in-class customer care services that continuously improve service quality and boost consumer satisfaction.
• Lead and develop the hotline team, fostering collaboration across departments to resolve queries and unlock new business opportunities.
Что мы спрашиваем
- Education: BS/MS degree
- Experience: at least 05 years of related experience
- Skills:
+ Highly developed, demonstrated teamwork and leadership skills
+ Excellent communication skills and ability to work in a multi-discipline team environment
+ A naturally outgoing individual with a profound ability to interact with customers and teams alike.
+ Ability to build lasting relationships with the clients.
+ A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals.
+ Analytic and result driven
Что мы предлагаем
At FrieslandCampina Vietnam, we offer more than just a job - we offer a journey to grow and make an impact. Here’s what you can expect:
- Unique company culture of Dutch heritage and international presence.
- You’ll become a key part of our ongoing transformation and contribute to provide better nutrition for the world.
- You will be working with a wonderful team who are motivated to contribute and to live our purpose.
- Diverse development program to grow and enhance your professional journey.
- We offer you a competitive salary & benefits package.
- Opportunity to #UnleashYourNature.
Описание вакансии
Actively contributes to the positive development of customer satisfaction
- Handle regular customers’ call-in to build up a positive relationship with the customers
- Resolve all kinds of market complaints in a timely and professional manner
- Provide informative and high quality call-out in terms of nutrition consultation, CRM service
- Manage hot-line staff to ensure that customer complaints and queries via channels (such as Call Center, mails, home-visits…) are handled in a right and consistent manner, forwarded to relevant Department and followed-up thoroughly
- Develop new business opportunities through the follow up of new sales order placed via hotline phone number; handle all loyalty customers when they have queries,…
- Manage promotion schemes follow-up to make sure customers/consumers being satisfied with our service
Ensure highest CRM quality
- Creating plans for implementing new processes related to services
- Improving existing care practices through developing phone scripts, call and complaint handling techniques, and design functional training to customer care team.
- Building customer orientation in the team
- Lead and manage the Hot-line team to ensure effective organization, develop interventions to build hot-line staff’s capabilities
- Acts as an Internal Auditor
Данные команды
См. всех коллег в сети LinkedInThis role belongs to the Marketing Department. You will lead the hotline and customer care team, focusing on managing consumer communications, handling market complaints, and ensuring high-quality customer service. The team plays a key role in strengthening customer trust, and supporting business continuity.