32 Service Engineer jobs in Vietnam

Field Service Support
- Carry out CMM, Metrotomography and other products installation, commissioning and warranty repair.
- Perform field service machine repair, calibration and preventive maintenance. Support in local and regional exhibition and seminar.

Customer Care
- Update and share calendar with the local team
- Provide fast service follow-up support in attending request to ensure customers’ satisfaction and retention.
- Escalate unresolvable and pending issue to supervisor during the course of work.
- Provide weekly Service Activities Report on all pending jobs to the Service Manager.
- Work closely with other departments i.e. Logistics, Finance, to complete the sales process.

Administrative
- Ensure ticket is created before attending to job request Update ticket immediately after daily job activity.
- Ensure service worksheet is submitted as soon as job is completed for billing. Submit CPO & draft commissioning certificate to Administrator for further processing immediately after each installation.
- Prepare draft calibration report after calibration work to Service Manager for review through Administrator.
- Prepare quotation based on recommended charges and price list.

Development / Training
- Take initiative in updating one’s own product & technical knowledge.
- Participate training programs / workshop / seminar organized by the division / company.

Education / Professional Certification
- Bachelor’s in engineering Discipline - Mechanical / Mechatronics / Electronics / Electrical

Experience
- At least 2 - 3 years experience working as customer care in field service support preferably in the metrology, precision or related industry with indept knowledge troubleshooting and diagnostics skills

Knowledge / Skills / Other characteristics
- Good command of written and spoken English IELTS 5.5 - 6.0 or equivalent.
- Sound analytical and problem-solving skills
- Self-driven and result-orientated
- Willing to learn / update new technology.

Working conditions & Other Attributes.
- Able to work independently and as a team
- Possess a valid driving licence, preferable with own car

Your ZEISS Recruiting Team:
Doan Le Thuy Duong

**Mô tả công việc**:
(Mức lương: Thỏa thuận)
** Purpose of the Job/Job Mission Support in providing the required quotation services within the given time and required quality, while ensuring compliance with Bühler related Directives and EHS standards. ** Essential Functions: - Repair, install, commissioning, troubleshoot, inspect and modify Bühler equipment at customer sites. - Coordinate Bühler and/or customer technicians/engineer during start-ups, maintenance and installation jobs - Review, improve, update maintenance practices to be in line with industries best practices - Develop innovative solutions to complex technical problems that arise during start-up. - Provide training to customers - Prepare written reports in full details of the service activities of the trouble process - Assess customers’ needs and make recommendations with regards to spare parts, upgrading and process improvement - Promote Bühler Customer Service and help customers to plan future service (service con-tracts).

**Chức vụ**: Nhân Viên/Chuyên Viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
13th month salary; Performance bonus
Premium Healthcare Insurance
14 days annual leave/ year

**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:
**Experience: - Minimum 01 years as Engineer or proof of sufficient skills -Experience in general manufacturing practices and general machine design. - Knowledge in Electrical and mechanical advantageous. ** Educational Requirements: - Higher technical education (Professional School / Technical College / University) with technical back-ground in Electrical and Mechanical Engineer. - English level: Conversational in business working environment. ** Skills: - Team player and people person - Customer focus and solution thinking - Sound judgment and decision making abilities - Problem Solver - Ability to work in a matrix organization;
- Good written and verbal communication skills;
- Industry and business knowledge;
- Ability to Multitask in complex and fast paced environment.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Cơ Khí,Điện Tử,Điện/Điện tử

Đại Học
Không yêu cầu

**Mô tả công việc**:
(Mức lương: Thỏa thuận)

Key Responsibilities
- Proactively follow up service contract to selected existing customers.
- Follow up of sales leads for sales opportunities and cross selling opportunities.
- Maintain good customer relation and provide efficient customer support to the assigned customers and market segment.
- Initiatives in executing outbound tele sales campaigns, employing professional selling skills in their pursuit, accurately managing and recording data generated from these efforts.
- Capturing of accurate and complete information in (CRM); maintaining and expanding the database of prospects of the organization
- Ensure conformance with corporate guidelines.

Desired Outcomes / KPIs
- Meet and exceed sales quotas assigned for responsible product lines
- Number of successful calls: 15 calls per day

**Chức vụ**: Nhân viên/Chuyên viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
Thưởng

Attractive salary, bonus, commission and Performance bonus

Chăm sóc sức khoẻ

24/24 accident insurance and health insurance

Đào tạo

Training on products and selling skills in Vietnam and oversea

**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:
**Qualifications**:

- Education: Bachelor in Engineering (Chemistry, Biotechnology, Food Technology,etc.)
- English: writing, reading and speaking basic English
- Computer skills: Ms. Office
- Experience: Prior customer service skills is preferred but not compulsory
- Competencies:
+ Good telephone and communication skills

+ Sales & Closing offers oriented, transactional sales approach.

+ Good Interpersonal skill

+ Consistent worker and management of assigned tasks and schedule

Key Relationships
- Internal: Sales team, F&A team
- External: Customers, Suppliers

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Bán Hàng Qua Điện Thoại (Telesale),Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng

Đại Học
Không yêu cầu

**Company Description**
**_
The Bosch Group is a leading global supplier of technology and services, in the areas of automotive and industrial technology, consumer goods as well as building technology._**
- The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in over 60 countries with over 375,000 associates all over the world._
- In Vietnam, Bosch is currently active with eight business divisions: Automotive Aftermarket, Drive and Control Technology, Power Tools, Building Technology, Thermo technology, Packaging Technology, Two-Wheeler and Powersports and Sales Original Equipment._
- Furthermore Bosch opened its first Software and Engineering Centre of Southeast Asia in Ho Chi Minh City and an Automotive R&D Centre, located in Ho Chi Minh City in July 2014._
- Undertake planning and delivery of field services and post-sales services at customer sites for attending breakdown and planned maintenance services across Northern part of Vietnam.
- To provide service, on site installation, troubleshooting, repair, preventive maintenance, and product consultations on our scope of supply (systems, spare parts, and robots) to customers.
- Constructs, configures, tests, and debugs robots and robotic systems.
- To follow up for any new investment that customer may undertake in service and engineering related to robots.
- Update recipient information in company systems.
- To escalate service problems and take ownership of problems until they are resolved.
- To manage customers’ expectations with quick, clear, and accurate delivery of pro-active service, information, and consultations.
- To ensure all services and projects meet the planned time, cost, and customer requirements.
- To prepare service/project report, filing and update service documents.
- To adhere to the company process flow and compliance.

**Qualifications**
- Entitled as full-time student during 6-month internship period
- No working experiences required, although students with dynamic experience in school/ social activities will have a big advantage
- Eloquent in English and Vietnamese
- Proficient in MS Office (PowerPoint, Excel), PLC programing, familar with Node-Red software, SQL, MQTT, IoT experiences
- Systematic thinking, Personal skills, Time Management skills, Task Management skills
- Can-do attitude, urge in learning and development
- Eyes for details and good organization skills
- High sense of discipline and confidentiality
- Ability to work in multicultural teams
- Be able to work full time from Monday to Friday (9:00AM - 6:00PM)

**Additional Information**
- Be entrusted with your own area of responsibility
- Receive competitive internship allowances
- Join department’s outing activities
- Having 01 paid leave per month
- Lunch allowance, parking allowance

**Job Description Summary**
All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
**Job Description**
**Description** : Responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring Customer Satisfaction and maintaining all equipment models specific to a modality or modalities in the assigned area.
**Key Responsibilities/essential functions include** :
+ Technical: Maintains all models specific to a modality in the assigned area.
+ Electronic/Mechanical/ Electrical/IT: Total system level trouble-shooting on complex multi-symptom problems.
+ Customer satisfaction: Daily interface with doctors and technicians on equipment status issues.
+ Acts to ensure satisfaction to customers.
+ Assists in Account Sales visits; helps train others where necessary; identify Sales opportunities and communicate to account team.
+ Business growth: Assists in the growth and direction of business in his/her geographic area.
+ Productivity: Responsible for Warranty and PMS (Preventive Maintenance Services) contract cost control.
+ Administration: Responsibly completes all administration tasks on time. Ensures timely completion of FMIs and PMS inspections documentation for assigned accounts.
+ Assists operation management, and implement and drive operational initiatives and programs where necessary.
+ Installation: Plays a leading role in complex and multifuntional rooms. Shares best practices. Maintain effective quality systems and programs standard, according to the GE Service Quality Policy Statement.
**Quality Specific Goals:**
+ Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
+ Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
+ Insure timely dispatch closure.
+ Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe.
+ Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
**Required Qualifications** :
+ Diploma Qualified to Degree level or equivalent. Minimum Diploma holder, majoring in Electrical Engineering, Electrical Engineering Technology, BioMedical Engineering or equivalent
+ Technical analytical skills. 2-4 years Field Services experience.
+ Experience in CT, MRI, X-ray, Nuclear Medicine, Ultrasound is a plus.
+ Comprehensive knowledge of a specific modality or multi-modalities. Sought by others for guidance and advice.
+ Profiency in English and local language.
+ Ability to work independently with minimum direction.
+ High work standards and quality.
+ Initiative and motivation.
+ Plans and organizes work effectively.
+ Excellent communications, listening and interpersonal skills.
+ Excellent problem-solving skills, able to think outside the box
+ Strong Customer skills; deals tactfully and effectively with differences of opinion, influences rather than directs.
+ A good team player and can work seamlessly with cross-functional teams.
**Desired Characteristic**
+ Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy way to understand.
+ Establishes good relationships with customers and staff which will assist in managing conflicts as they arise.
+ Shares expertise and knowledge with others. Uses technology to achieve work objectives.
+ Demonstrates an understanding of different organizational departments and functions.
**Inclusion and Diversity**
GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
**Additional Information**
**Relocation Assistance Provided:** No

**Mô tả công việc**:
(Mức lương: Thỏa thuận)
1. Service Contract (SC) management
- Provide customers with appropriate service contracts to enhance the value of services.
- Ensure the quality of on-site service activities by verifying that all items and requirements in the contract are properly and completely implemented.

2. Repair follow-up
- Responsible for managing the entire customer interaction process, including sending out and explaining technical reports. Follow up on.

**Chức vụ**: Nhân viên/Chuyên viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
Competitive salary and monthly gasoline allowances

Health Care Insurance Package, Annual Health Checkup

Team-building activities, events
**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:

- Bachelor’s degree or above
- Knowledge for Technology, Electrical, Biomedical, Electric, Electronic-Communication or equivalent
- Experience in Medical Equipment Field (Not Mandatory)
- Problem-solving skill
- Communication skill
- Teamwork skill
- Fluently speaking in English (TOEIC650)
- Computer skill (Word, Excel, PPT)
- Honest, dynamic, creative, have the will to advance
- Locate in HCM but frequent business trips in other areas

**Benefits**:

- Professional and stable working environment
- Salary according to ability, annual salary.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Cơ Khí,Cơ Điện,Điện/Điện tử

Đại Học
Không yêu cầu

**RESPONSIBILITIES**
**MAIN TASKS**
+ Cung c?p cho khách hàng, d?i lý, thu phí viên s? h? tr? và d?ch v? xu?t s?c _(_ To provide clients, agents and collectors with excellent support and service)
+ Hu?ng d?n/hu?n luy?n công vi?c cho nhân viên CS/BCS m?i và trình bày/chia s? th? t?c hành chính cho kênh d?i lý (To conduct training/refreshment for new CS/ BCS staff and have administration presentations to agency force)
+ Ki?m soát các chi phí t?i khu v?c (Control expenses within budget)
**DETAILED TASKS**
**1** . **Giám sát và h? tr?** **tuy?n d?ng d?i lý và các công vi?c hành chính van phòng (Monitor and support agency recruitment and other admin tasks)**
+ Tr?c di?n tho?i t?ng dài van phòng (Be the receptionist)
+ H? tr? công tác chu?n b? các l?p MIT t?i khu v?c (Handle logistics for MIT classes)
+ Báo cáo bán hàng khuy?n mãi (Handle promotion gifts report)
+ Các công vi?c hành chính khác (Handle other admin tasks)
**2. Giám sát và th?c hi?n thu phí b?o hi?m, chi ti?n b?o hi?m (Monitor & perform premium collection and disbursement task)**
+ Thu phí b?o hi?m t? khách hàng, thu phí viên và d?i lý (Collect premiums from clients, agents and collectors)
+ Yêu c?u, in và c?p phi?u thu tuong ?ng khi thu phí t? khách hàng (Request, print and issue receipts to clients when collecting premiums accordingly)
+ Chi tr? các kho?n thanh toán cho khách hàng (Disburse money to client according to respective DNRs)
+ Ki?m tra s? d?y d? và h?p l? h? so Ðon yêu c?u BH (Check the sufficiency and validity of application forms submitted)
**3.** **Giám sát và hu?ng d?n h? tr? d?i ngu d?i lý (Monitor & conduct agency support)**
+ Gi?i dáp th?c m?c c?a d?i lý liên quan d?n quy d?nh hành chính (Guide agents admin procedures)
+ In và phát phi?u thu cho d?i lý (Request and Print receipts for agents)
+ Th?c hi?n các công vi?c h? tr? hành chính khác (Do other agency admin tasks)
**4. Giám sát và** **tr? l?i di?n tho?i, g?i di?n cho khách hàng, ti?p khách hàng d?n tr?c ti?p van phòng (Monitor and receive calls from clients and welcome walk-in clients)**
+ Gi?i dáp th?c m?c c?a khách hàng v? h?p d?ng và quy d?nh hành chính liên quan d?n h?p d?ng b?o hi?m (Reply clients' inquiries about policy and admin procedures related to policy)
+ Hu?ng d?n khách hàng th?c hi?n th? t?c hành chánh khi khách hàng yêu c?u (Guide clients to fullfil admin procedures according to clients' requests)
+ G?i di?n cho khách hàng chúc m?ng h?p d?ng dã du?c c?p ho?c h?i tham thêm thông tin v? h?p d?ng ho?c thông báo v? các s?n ph?m/chuong trình c?a công ty (Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies)
+ Tu v?n khách hàng duy trì h?p d?ng (Handle policy conservation)
+ Ti?p nh?n khi?u n?i khách hàng và ph?i h?p v?i nhân viên/b? ph?n liên quan gi?i quy?t khi?u n?i (Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients)
+ Th?c hi?n các công vi?c liên quan d?n khi?u n?i t? Khách hàng (Complaint handling)
**5. Ki?m soát và th?c hi?n các cu?c g?i ch? d?ng d?n khách hàng (Handle outbound calls to clients)**
+ Chúc m?ng h?p d?ng m?i c?p (Welcome calls)
+ Thông báo k?t qu? b?i thu?ng (Inform client of claim result)
+ Ki?m tra ng?u nhiên HÐ tru?c khi c?p theo yêu c?u c?a b? ph?n th?m d?nh (Random check call to client before issuing policy)
+ Liên h? KH theo danh sách t? POS (Policy suspense, unsuccessful bank-transfer.)
+ Liên h? v?i khách hàng h?i tham thông tin d?a ch? g?i thu và hu?ng d?n khách hàng làm th? t?c thay d?i (n?u có) trong tru?ng h?p thu b? tr? l?i (Contact clients to ask clients' address and guide client to address change request (if any) in case mails are returned).
**6. Các công vi?c khác (Other tasks)**
+ Yêu c?u và giao hóa don cho khách hàng khi có yêu c?u (Request and delivery issued invoice to Client when Client's request)
+ Ð?m b?o thông tin c?a khách hàng du?c b?o qu?n tuy?t m?t t?i các khu v?c ph? trách (Ensure client's information is kept confidential at respective locations)
+ Tuân th? các chính sách/ quy d?nh c?a công ty (Ensure company policies/ regulatory/ requirements are followed at respective location)
+ H? tr? th?c hi?n công vi?c c?a b? ph?n khi c?n (Support daily team tasks when necessary)
+ H? tr? công vi?c khi d?ng nghi?p ngh? phép (Back up for Colleagues)
+ Ð?m b?o hoàn t?t công vi?c hàng ngày chính xác và k?p th?i (Ensure to complete daily work exactly and timely)
+ Qu?n lý tài s?n, co s? v?t ch?t và chi tiêu c?a van phòng (Control expenses within budget and manage office property)
+ S?p x?p, di?u d?ng nhân s? trong d?i nh?m b?o d?m công vi?c du?c th?c hi?n t?t và hi?u qu? (Arrange and rotate BCS Representative to make daily operation smoothly)
+ Là d?i di?n c?a d?i hành chính d? h? tr? và ph?i h?p v?i qu?n l?ý d?i l?ý trong các h?at d?ng qu?n l?ý và kinh doanh t?i khu v?c (Act as admin representative to provide agency with good communication and support)
+ Th?c hi?n các công vi?c theo s? ch? d?nh c?a c?p qu?n lý tr?c ti?p (Perform tasks when assigned by direct management).
**Ghi chú khác:**
Khi có s? thay d?i yêu c?u công vi?c cho nhân viên thì s? có s? th?ng nh?t l?i b?ng mô t? công vi?c (In case of change in job assignment for BCS staff, the job description will be adjusted accordingly)
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Modalidades de Trabajo**
En la oficina

**THE ROLE**:
At Pixelz, we believe all our customers deserve the best possible customer experience at every touchpoint, and the Customer Support Manager will be one of the company’s key roles in taking ownership of this strategy. We are looking for the right person to lead our dynamic Customer Support team based in Hanoi, Vietnam that is passionate about creating client success based on an intercultural understanding of proactive effective communication and a drive for continuous growth.

Customer Support is the heart and soul of our business. As such, we’re looking for an exceptional manager with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. If you have a desire to help others, an interest in technology or photography, and a passion for driving a high quality of innovative customer service, this may be the right opportunity for you!

In this role, you will work closely with our global Customer Success team as well as with our Service Production, Sales, Marketing teams to ensure that all customer needs are met according to Pixelz’s high-quality standards and SLAs. The role includes hiring, coaching, and efficient management of a vibrant team of support executives, junior CSMs, quality support experts, and team leaders, ensuring that every member is driven by the customer-first mindset and capable of offering an outstanding experience to Pixelz customers.

**JOB RESPONSIBILITIES**:
**Drive Customer Support Performance.**:

- Empower the team to meet expected goals and support KPIs.
- Maintain robust reporting and CS dashboards.
- Redesign, and integrate support tools such as Zendesk, Intercom if needed.
- Expose a subset of metrics to the executive team as needed.
- Achieve efficiency gains over time with continuous workflow optimization.
- Build and enhance self-service with a robust Knowledge Base.
- Implement Chat Support to improve Customer Experience.

**Lead vibrant Customer Support Team**:

- Manage a growing customer support team of 15+ senior people
- Recruit highly experienced and motivated team members.
- Maintain and enhance existing documentation for a rapid onboarding process.
- Manage day-to-day operations, goal setting, performance management.
- Create clear responsibilities and ensure full ownership within the team.
- Working with Customer Success Managers to onboard new clients.
- Lead junior CSMs to manage customer portfolio (~30% of company revenue)

**Inspire Customer Success Across Company**:

- Align with the CX Director to offer an outstanding customer experience.
- Align with Customer Success Team to manage Solo and Professional segments
- Align with Production in achieving customer success outcomes and SLAs.
- Align with Sales in up-selling opportunities and cross-selling activities.
- Align with the Executive Team around reporting and analytics
- Advocate and support a “customer success-driven” organization.
- Create a company-wide customer feedback loop for continuous improvement.

**WHAT SUCCESS LOOKS LIKE**:
The Customer Support Manager will collaborate closely with the global Customer Success, Sales, Marketing as well as the Service Production team (Operations) and Platform teams (Design & Product Management) to own and achieve consistently the following objectives:

- Achieve 70 Net Promoter Score.
- Achieve >4.8/5 Trustpilot Score.
- Achieve 90% on Customer Satisfaction Score.
- Achieve 90% on Company Cultural Standards (QA score)
- Achieve an Average Time to First Reply of 1hour.
- Achieve an Average Time to Resolution of 6 hours.
- Achieve <1% Net Revenue Churn (Professional Segment).
- Achieve an Annual 90% staff retention within the Customer Support Team.

**REQUIRED EXPERIENCE/SKILLS**:

- 2+ years of senior management experience in a similar role.
- Experience in SaaS companies and Ecommerce is preferred.
- High expertise in Customer Support best practices and Self-service.
- Excellent communication, English proficiency, and people management skills.
- Strong empathy for customers, and a ‘customer first’ mindset.
- Data monitoring, analysis, and manipulation skills.
- Superior prioritization, organization, and time management skills.
- Demonstrate a desire for continuous learning and improvement.
- High flexibility in adapting to client planning and operational execution.

**WHAT WE OFFER**:

- International/Intercultural environment - Perspectives to travel abroad
- Flat, transparent and industry leading organization
- International working environment in a dynamic and vibrant team
- Inspiring workspace in a brand-new skyscraper building in Hanoi
- The tools and equipment you need to successfully perform your daily tasks
- Personal and professional development prospects
- 6-months maternity leave and two weeks fully paid off for parental leave
- Up to 15 days of annual leave per year
- Summer trip allowance
- Team fun activities and yearly ‘Pixelz cup’ champion

**What We Can Offer**:

- Bonus

1. Drive Customer Support Performance.
- Empower the team to meet expected goals and support KPIs.
- Maintain robust reporting and CS dashboards.
- Redesign, and integrate support tools such as Zendesk, Intercom if needed.
- Expose a subset of metrics to the executive team as needed.
- Achieve efficiency gains over time with continuous workflow optimization.
- Build and enhance self-service with a robust Knowledge Base.
- Implement Chat Support to improve Customer Experience.

2. Lead vibrant Customer Support Team
- Manage a growing customer support team of 15 senior people
- Recruit highly experienced and motivated team members.
- Maintain and enhance existing documentation for a rapid onboarding process.
- Manage day-to-day operations, goal setting, performance management.
- Create clear responsibilities and ensure full ownership within the team.
- Working with Customer Success Managers to onboard new clients.
- Lead junior CSMs to manage customer portfolio (~30% of company revenue)

3. Inspire Customer Success Across Company
- Align with the CX Director to offer an outstanding customer experience.
- Align with Customer Success Team to manage Solo and Professional segments
- Align with Production in achieving customer success outcomes and SLAs.
- Align with Sales in up-selling opportunities and cross-selling activities.
- Align with the Executive Team around reporting and analytics
- Advocate and support a “customer success-driven” organization.
- Create a company-wide customer feedback loop for continuous improvement.

**Job Requirements**:
REQUIRED EXPERIENCE/SKILLS
- 2 years of senior management experience in a similar role.
- Experience in SaaS companies and Ecommerce is preferred.
- High expertise in Customer Support best practices and Self-service.
- Excellent communication, English proficiency, and people management skills.
- Strong empathy for customers, and a ‘customer first’ mindset.
- Data monitoring, analysis, and manipulation skills.
- Superior prioritization, organization, and time management skills.
- Demonstrate a desire for continuous learning and improvement.
- High flexibility in adapting to client planning and operational execution.

WHAT WE OFFER
- International/Intercultural environment - Perspectives to travel abroad
- Flat, transparent and industry leading organization
- International working environment in a dynamic and vibrant team
- Inspiring workspace in a brand-new skyscraper building in Hanoi
- The tools and equipment you need to successfully perform your daily tasks
- Personal and professional development prospects
- 6-months maternity leave and two weeks fully paid off for parental leave
- Up to 15 days of annual leave per year
- Summer trip allowance
- Team fun activities and yearly championship

**Job Locations**:

- Ha Noi