Customer Service Manager


Job Locations: Hai Duong

From 1,500 USD To 2,000 USD

47 Views - Expires in 43 day(s)

What We Can Offer

Job Description

1. Title
Customer Service Manager
The client of Navigossearch is a large company in Viet Nam that is looking for Customer service manager who take responsibility for improving customer service experience, create engaged customers and facilitate organic growth.

Job Description:
• Oversee the customer service department's day-to-day activities.
• Respond to customer service issues as soon as possible.
• Make sure your customer service procedures, rules, and standards are up to par.
• Develop customer satisfaction goals and work with the team to ensure that they are met on a regular basis.
• Create a successful client loyalty program.
• Keep detailed records of all customer service interactions and discussions.
• Analyze service statistics and provide detailed reports on what you've learned.
• New customer service agents should be hired and trained.
• Manage the customer service department's approved budget.
• Keep up with the most up-to-date industry tactics and processes.

2.1 Direct Supervisor    (indicating title)
General Manager

2.2 Subordinator      (indicating title)
Customer service supervisor, Senior customer service, Customer service executive; Customer service assistant

3. Purpose of position
(why this position needed)
Provide good service of orders fulfillment, samples to customers by expressing the “Voice of the Customer ” to  operation teams internally in pursuit of the achieving excellence in customer satisfaction and maximization of  sales revenue opportunities
4. Main Responsibility
(indicating main objectives and responsibility)
1.      Customer sample & order request and arrangement within the requested lead time by coordinating with planning team to meet customers’ requirements and satisfaction.
2.      Support and resolve customers’ and sales’ specific inquiries about customer service issues by proactively working with other departments and functions.
3.      Sales FCST & FG Inventory monitoring and improving at target level.
4.      Maintain and provide the report on CS performance highlighting variances to the targets set on defined KPI’s.
5.      Provide support for external sales team to help maximize sales volume.
6.      Measure CS team performance on a regular basis against KPI and carry out constant appraisals of the CS team.
7.      Support training and competence development technically and commercially of the CS team.

5. Scope/Measurement of Performance

1.       Customer Service Complaint -0
2.       Customer RFQ leadtime and fulfillment -8 working hours
3.       Customer Order/Sample leadtime and OTD -99%
4.       Monthly Sales FCST convert rate -70%
5.       FG Inventory control target -15% aged FG

6. Qualification
Education and Training:
Bachelor degree or above
Experience and Skill:
Language----Having excellent oral and written communication capability in both Vietnamese and English.
Personality and Competency:
1.       Enthusiastic and vigorous
2.       Having good organization ability
3.       Customer orientated
4.       Team work

7. Approvals
Signatures & Dates
  7.1 Dept Supervisor/Mgr
  7.2 H.R. Manager
  7.3 GM / CEO AP

Job Requirements

• Graduated from University
• Good English of Command
• A minimum of 3 years of proven experience in a customer service manager/leader.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques

Job Locations

  • Hai Duong


LG Electronics is made up of five forward-looking business units – Home Entertainment, Mobile Communications, Home Appliance, Air Conditioning & Energy Solution and Vehicle Components.

With the advent of the Smart Car era, LG hopes to become an innovative partner in vehicle electrification through development of advanced technology components. Vehicle Component Solutions Company (VS) is developing a wide variety of highly competitive products. Our products include In Vehicle Infotainment system such as Telematics, AV Navigation, Display Audio, Integrated Display System, and Advanced Driver Assistant System (ADAS) called ‘intelligent safe’, and other convenient devices. Our company is also focusing on vehicle engineering, to include Powertrain, electronic vehicle Battery Packs, etc. and is providing them to major customers in the world-wide vehicle industry.

Our Vehicle Component Solutions Development Center Vietnam (VS DCV) established in May 2016 is located in the 34th floor, Keangnam Landmark 72 Tower, Pham Hung Street, Nam Tu Liem District, Hanoi. We conduct core R&D activities, and various product reliability tests in support of our vehicle component business.

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.

At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.

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