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Key Responsibilities
1. Customer Service Leadership (CS)
• Oversee all customer service operations, including ticketing systems (e.g., MCL Ticket) and platform-based support (TSAT/CS).
• Ensure strict adherence to SLAs, optimize first-contact resolution rates, and implement continuous improvement programs to elevate service quality.
• Lead, mentor, and develop a distributed team of frontline agents and team leads, cultivating a culture rooted in accountability, empathy, responsiveness, and performance excellence.
• Partner closely with the Claims function—currently under shared leadership—to align processes and reduce escalations through proactive issue resolution.
2. Customer Engagement Strategy (CE)
• Serve as the primary point of contact for client-facing issues, ensuring timely and effective resolution.
• Drive cross-functional collaboration with Operations, Technology, and Commercial teams to embed customer-centricity into product, process, and policy design.
• Extract, analyze, and interpret customer and operational data to monitor KPIs, identify trends, and proactively drive performance improvements.
• Spearhead initiatives to enhance the end-to-end customer journey.
3. Claims & Compensation Management
• Manage end-to-end dispute resolution related to transportation and fulfillment failures (e.g., delays, damages, lost items).
• Oversee the compensation process between internal stakeholders and external partners, ensuring fairness, policy compliance, and financial accountability.
• Consolidate, report, and present claims data regularly to leadership and clients, providing actionable insights to prevent recurrence and improve service reliability.
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• Bachelor’s degree in Business, Operations, Marketing, or a related field; advanced degree preferred.
• 5+ years of experience in customer service, customer experience, or client operations—ideally in e-commerce, retail, logistics, or BPO environments serving multinational clients.
• Demonstrated success leading large, multi-channel service teams and managing complex stakeholder ecosystems.
• Strong analytical mindset with proficiency in data extraction, performance tracking, and KPI-driven decision-making.
• Excellent communication, negotiation, and cross-functional leadership skills.
• Fluency in Vietnamese and English (written and spoken). Chinese is a plus.
• Experience handling claims, compensation frameworks, and SLA governance in fulfillment or last-mile delivery contexts is highly desirable.