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Position Summary
1. Establish goals regarding market quality, and manage market quality index in order to achieve the goals.Role and Responsibilities
• CS Operations Overall Key Performances Index (KPI) management:
- Monitor overall CS operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
• Sales Support Management:
- Main contact of CS Sales Support management to stakeholders.
- Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.
• Data Analysis:
- Set up model of data analysis for overall CS operation report and dashboard.
- Improve accuracy of data and avoid abnormal or mis-matching claims.
- Study CS operation productivity improvement based on data analysis.
• Operation Planning:
- Execution to CS processes, policies to improve CS service quality and sales support.
- Set up model of market sensing to report with CS management for operation planning and development strategy.
#Li-SAVINA
Skills and Qualifications
* Bachelor’s degree in Business Administration, Customer Service Operations or service-related functions
* Strong analytical skills with the ability to review data, identify operational issues, and support improvement initiatives.
* Able to communicate and present in Vietnamese and English
* Customer-oriented mindset, proactive working attitude, and strong teamwork/cross-functional collaboration skills.
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