Job Description

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

Job Requirements

• 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

Benefits

• Yearly bonus base on business efficiency

• Get periodic health checks according to company policy

• Health Insurance

• Performance review once a year

• Discount promotion for staff and relatives up to 60%

• Young, friendly and professional working environment

• Being trained and developed professional skills, career

• Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.!