Customer service center director

1. Job Description

Develop and implement customer experience management strategies across the entire system, ensuring consistent service standards across all units.
Propose and organize customer care and loyalty programs; develop policies to enhance customer experience and increase customer retention.
Establish, issue, and monitor the implementation of service standards, customer care procedures, and complaint handling processes across the system.
Monitor and analyze customer data (reviews, feedback, complaints, service usage behavior, etc.) to identify root causes and propose service quality improvement solutions.
Coordinate activities between the Customer Service Center and departments such as Business, Marketing, Operations, and branches to improve service efficiency.
Establish early warning systems for service quality risks; lead the handling of critical incidents and propose preventive solutions system-wide.
Monitor key customer experience metrics (CSAT, NPS, complaint rate, response rate, repeat customer rate, etc.) and develop periodic improvement plans.
Manage, train, and develop the Customer Service team; foster a customer-centric culture.
Report directly to the Board of Directors on performance results, customer feedback trends, and propose solutions to enhance service quality, brand reputation, and customer experience.

2. Requirements

Age: 30 – 45. Bachelor’s degree or higher in relevant fields.
Minimum 5 years of experience in Customer Service/Service industry, including at least 2 years in a managerial role.
Experience in building and operating customer service systems (Call Center, CRM, multi-channel platforms).
Strong leadership and team management skills; ability to work under high pressure.
Excellent communication, problem-solving, and persuasion skills, especially in handling complex customer cases.
Strategic thinking with the ability to build KPIs and improve customer experience.
Proficient in customer service tools; strong data analysis and reporting skills.
Preference for candidates with experience in hospitality, hotel chains, or service industries.

3. Benefits

Salary: 30 – 60 million VND/month (negotiable based on capability).
Annual salary review.
Seniority bonus: from the 13th month onward, an additional 1% per year.
High career advancement opportunities.
Accommodation provided for employees from other locations; meal support.
Weekly/monthly/yearly rewards and bonuses for contributions.
Welfare policies: visits, bereavement support, birthday gifts.
Full social insurance, health insurance, and unemployment insurance as regulated.

Application & Interview Locations

Contact Information

Recruitment position