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.
Ce que nous demandons
- 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
Ce que nous offrons
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.
Description du poste vacant
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
Détails de l'équipe
Voir tous les collègues sur 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.