Customer Service Manager

• Developing and achieving performance goals and objectives in line with the network wide vision and goals

• Create, innovate and implement best working practice to streamline and drive efficiency specifically through internal team communications

• Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures

• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate

• Assist in developing and implementing training programs to improve the quality and productivity of the team

• Create or improve customer service procedures and practices

• Implement best practices in customer service management

• Curate reports and present them to supervisors on a regular basis

• Oversee operational duties of the customer service team

• Maintain records or tickets of all interactions with customers

• Maintain customer satisfaction by providing problems-solving resources

• Research and implement new ways to improve the customer experience

• University graduated

• At least from 05 to 10 years of experience in the field of cargo and aviation

• Basic knowledge of aviation, basic goods, dangerous goods, aviation security, management skills, safety management system.

• Good interpersonal and communication skills.

• Fluency in spoken and written English

• Proficiency in Ms Word, Excel, Power Point.

• Ability to analyse data

• Ability to work independently or teamwork.

• Leadership and managerial skills.

• Business knowledge of other functional areas within the organization

• Good knowledge of product development to customer management

• Good knowledge of Corporate Finance

• knowledge of supply chain management, information system

• Process management

• Professional / technical skills

• Human evaluation

Location: Ho Chi Minh City