Foody - Head of Customer Services

Brand Jobs cần tuyển vị trí Foody - Head of Customer Services làm việc tại Hồ Chí Minh, mức lương thương lượng / cạnh tranh. Chi tiết công việc như sau:

Mô tả Công việc

Foody.vn is the leading website & mobile application in Vietnam for foodies to search and review eating places. Then, with the demand of our valued customers, Now.vn was launched to build a trusted platform for F&B ordering and delivery on demand and soon has become the leader in the market. Currently, Now.vn has more than 60,000+ merchants and 15,000+ partners nationwide and will continue to grow strongly in the future.

JD:

· The Head of Customer Services is accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department.

· Play a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer services and the strategic development of operational requirements.

· Supervise and manage the customer service team, training staff members to provide the highest standards of customer service in improving customer relationship, dedication and satisfaction.

· Collaborate with other Departments (internal customer) to determine best practice for providing the best of service to customers, business partners (external customer) and to meet the KPI.

· Improve customer service procedures, policies and standards.

· Oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

· Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.

· Drives necessary changes for the improvement of operating and organizational efficiency of the customer services team.

· Research and put performance measures in place for the purpose of continually monitoring the customer support performance processes.

· Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.

· Lead analyses, workshops, and the development of recommendations for consumer insights which leading to an improvement in customer’s experiences.

Yêu cầu Tuyển dụng

· Bachelor’s Degree in Business Administration or a related field

· 10+ years’ working experience with at least 5+ years of supervisor experiences

· Minimum 2+ working in tech start-up environment (ecommerce, ride-hailing, food delivery…)

· Excellence verbal and written communication skills.

· Ability to think strategically and strong leadership

· High level of critical thinking, attention to details & numerical skill to keep track of performance & generate report to top management

· High level of communications skill to interpret complex problems to clear goals for each function, fluent in speaking & writing English

· High collaboration with all departments, open-minded & flexible align process with counterparts from other functions

· Fast-learning and open to change