**Director of Customer Service**
**Location**
: Vietnam (Hanoi) \& Abroad
**Job Overview**
The Position is responsible for shaping and overseeing market strategy for the Customer Service/Call Center function, ensuring the system operates to a consistent, high\-quality standard across markets. This role has a strong understanding of how Customer Service/Call Center systems operate in order to make sound market management and expansion decisions, without being directly involved in daily operations.
The Director will lead expansion into new countries in line with the Group's overall strategy, set up the Customer Service system and operating model for new markets, and apply AI to strengthen market management and control.
**Key Responsibilities**
1\. Market Expansion Strategy
- Develop and execute the market expansion strategy for Customer Service into new countries, aligned with the Group's overall strategic direction.
- Assess market potential, risks, and market\-specific requirements (legal, cultural, customer behavior) prior to expansion.
- Build roadmaps, implementation plans, and key milestones for entering new markets.
2\. Market Management \& Control
- Monitor Customer Service/Call Center performance across operating markets through a system of KPIs, SLAs, and service quality metrics.
- Establish control mechanisms and early\-warning indicators to ensure consistent service quality across markets.
- Work with operations teams to resolve strategic\-level issues, without engaging in day\-to\-day operations.
3\. Understanding of Customer Service/Call Center Operations
- Maintain a strong understanding of how Customer Service/Call Center systems are organized and operated, including common models across multi\-channel, multi\-language, and multi\-market environments.
- Apply this operational knowledge to make sound management, investment, and expansion decisions.
- Work with operations team leads to ensure the operating model aligns with market strategy.
4\. New Market \& System Setup
- Lead the setup of the Customer Service system, processes, and organizational structure for new markets/countries.
- Define service standards for new markets, ensuring alignment with the brand's premium positioning.
- Coordinate with Technology, HR, and Legal teams to deploy new systems on schedule.
5\. Applying AI to Market Management
- Research and propose AI applications for market management, monitoring, and control (demand forecasting, anomaly detection, resource allocation optimization).
- Partner with Technology/AI teams to deploy data\-driven decision\-support tools for the Customer Service function.
- Champion a data\-driven decision\-making culture across all market management activities.
**Qualifications**
**Required**
- Bachelor's degree or above, preferably in Business Administration, Economics, or a related field.
- At least 8 years of experience in Customer Service/Call Center or Market Management, including at least 3 years in a senior management role.
- Candidates with banking industry experience are preferred, particularly those who have managed premium/priority customer service systems (Premium/Priority Banking).
- Strong understanding of how Customer Service/Call Center systems operate (organizational models, processes, technology, operational metrics).
- Proven experience expanding into new country markets in line with a corporate/enterprise strategy.
- Experience setting up new markets and new systems from the ground up (0 to 1\).
- Knowledge of applying AI/technology to market management and customer service operations.
- Experience managing a team of 10\+ people.
Apply via 📩
**Email**
- **For more information, please contact the Talent Acquisition Department – VinSmartFuture.**
