TRINH NGOC XUONG

Customer Service Manager tại Dat Bike Vietnam

Theo dõi

Hồ sơ
Đánh giá

Chương trình mentoring của TRINH NGOC XUONG

Giới thiệu bản thân

As a Customer Service Manager at Dat Bike, I lead the customer service operations for a fast-growing electric motorcycle company in Vietnam. I have developed strong customer engagement and problem-solving skills throughout my career.
Before joining Dat Bike, I worked as a Customer Service Manager at Central Retail in Vietnam, where I managed the omnichannel customer service for 38 hypermarket stores (GO! & BigC), and monitored 12 agents. I am passionate about delivering excellent customer service and creating positive customer experiences. I can bring diverse perspectives and experiences to the team, and contribute to the company's vision and goals.

Kinh nghiệm làm việc

Customer Service Manager

Dat Bike Vietnam

1.Call Center team setting up and SOP building:
+ Setting up the call center team from the beginning: hiring, training, coaching, and managing agents;
+ Building up CX Metrics: 8 KPIs and bonus scheme for agents to enhance customer experience;
+ Establishing the CS operation processes, the workflow of the CS team, and between the CS team and other departments;
+ The system setting up and training for agents
2. Managing CS team operations: handling tickets from all channels, solving complaint cases and escalation cases from all stores and training agents;
3. Service quality control: a monthly survey (CSAT, NPS), analyzing data;
4. After-sales policy improvement: the warranty, maintenance policy, user manual, material pricing list, fixing bike processes;
5. Crisis management cases on social media and dealing with hot cases (on-call, face-to-face)

04/2023 - Hiện tại
Customer Service Manager

Central Retail Vietnam

1. Customer Service Management:
+ Omni-channel: controlling and managing complaints and inquiries in omnichannel, including App Go!, Zaloshop, Website, Tiki, Grab, Baemin, Shopeefood and two fan pages (Big C Việt Nam, GO! Việt Nam)
+ In stores nationwide (38 stores hypermarket): monitoring customer service in stores and doing customer experience strategy from start to end
+ Building, tracking, and improving customer service processes and surveys (NPS/CSAT, happy call)
2. System implementation and training for all stores and agents: Salesforce and Xorcom (IVR & call map setting)
3. Customer Service team management:
Managing agents and CS staff to ensure customer complaint cases are solved on SLA;
Hiring, training, and coaching agents, training CS staff;
Managing the quality of inbound and outbound calls, live chat, and emails;
Preparing and devising work schedules for the team according to workloads;
Dot-line management CS Sup in stores to follow company policies.
4. Survey and report: NPS/CSAT, Happy Call, and Complaint report weekly, monthly and quarterly.

01/2022 - 12/2022
Center Manager

FOCUS LEARNING ACADEMY

01/2021 - 11/2021
Graduate Sales Trainee - Sales Supervisor

Suntory PepsiCo Vietnam Beverage

06/2018 - 05/2020
Social Media Marketing

VẠN THÁI LAND

06/2017 - 06/2017