Customer Service Manager

1. Operations & Team Management

• Manage and coordinate the Customer Service/Call Center team to ensure scheduling and information intake processes are executed accurately, consistently, and in full compliance across all channels (hotline, website, mobile app, social media, Zalo, etc.).
• Guide and supervise advisors to ensure they deliver accurate and customer-appropriate information.
• Regularly update and maintain documentation related to new services, special intake processes, and consultation scripts tailored to different customer groups (VIP, health insurance, corporate clients, etc.).

2. Customer Care & Issue Resolution

• Respond to complex inquiries and handle customer complaints in a prompt, professional manner.
• Monitor service quality across all interaction channels including calls, messages, and online platforms.
• Implement post-visit care activities, follow-up appointment reminders, and promotional program consultations.

3. Strategy & Training

• Develop plans and propose strategies to enhance call center performance and improve customer experience.
• Conduct regular training on consultation skills, problem-solving, service updates, and new processes.
• Lead quality assessments of the team and continuously refine consultation scripts based on customer feedback.

4. Reporting & Performance Analysis

• Track and analyze KPIs such as call handling time, booking rates, customer satisfaction (CSAT), customer return frequency, and successful calls.
• Prepare weekly and monthly performance reports and recommend process improvements based on data insights.

5. System & Technology Management

• Ensure stable operation of essential systems such as CRM, auto-dialer, and scheduling software.
• Train staff to proficiently use customer support tools and maximize their effectiveness in customer service

• Result-Oriented Thinking
• Customer-Centric Mindset
• Leadership
• Ownership & Accountability
• Excellent communication, persuasion,
• Strong coaching and team leadership abilities.
• Proficient in Excel and CRM tools.
• Analytical skills for performance tracking and improvement.
• Healthcare, clinic or service industry experience is an advantage.
• Bachelor's degree or higher in Business Administration, Sales, Marketing, or related fields.
• Minimum 3 years of experience in managing a customers service/ Call center team.
• Background in healthcare, insurance, education, or service industries is highly preferred.
• Long-term commitment and career interest in sales and customer service in the healthcare sector.
• Good command of English