Skills required

Education and Experience

  • University/College degree
  • Minimum 5 years working experience, including strong experience in customer-relationships position or similar
  • Minimum proven 1 year in team or people management
  • Basic knowledge in IT, fast learner in IT knowledge or software system


Preferred Skills /Qualifications

  • Experience in Customer care, Quality Assurance or IT (Problem solving, analyzing information, multi-tasking) or any related field
  • Knowledge of Enterprise products and solutions including Exchange, SQL, SharePoint, Office 365, Azure and other Enterprise Solutions is a great asset.
  • Ability to communicate effectively with key partners 
  • Strong customer services skills including: negotiation, influencing, conflict handling etc., 
  • High-energy, passionate and has strong personal management skills
  • Ability to multi-task, set priorities and drive outstanding items to completion
  • Strong phone, verbal and written communication skills along with active listening
  • Can communicate in English for internal communication and training
  • Excellent communications in Spanish.
What you will do
  • Manage team to make sure that the best services delivery to customers
  • Training/coaching team members
  • Serves as a primary escalation point for operational issue es in the team. 
  • Delivery manager ensures that all targets and SLA’s are met.
  • Communicates all customer related issues to the support team.
  • Manages customer expectations.
  • Makes sure that support teams are meeting the goals and expectations that have been set with the customer.
  • Provides accurate and timely communication to all applicable parties on any customer support issue.
  • Takes ownership, reports and resolves any issues caused by support team.
  • Attends regular operational and business review meetings. 
  • Monitors specific KPIs to ensure proper delivery of the business.
  • Participates in reviewing processes and workflow to diagnose areas for improvement.
  • Works with all parties involved on escalated customer support issues.
  • Assists in training of new processes, procedures, and tools.
  • Collaborates with HR and Operations departments on customer support issues.
  • Builds and sends updated reports to management team (Site Manager, Global Operations Manager, Office Manager, etc.) as required.
  • Serves as contact point for Customer’s Delivery Management.
  • Designs and improves business processes.
  • Handles, monitors, coordinates, and manages all escalated cases.
  • Proactively proposes improvement plans where gaps are noticed.
  • Any other additional task requested by the Supervisors.
About Faro Recruitment Vietnam

With a team of extensive experience consultants who always serve clients with more than 100% of dedication and well understanding of Vietnamese market and legislation, Faro Vietnam is committed to providing the practical and compliant human resources advices and solutions to the clients in the professional manner. It is helping clients free mind and free hands in dealing with human resources matters in the frequent change business environment like Vietnam.

We focus on offering four main services, including:

  • Executive Search and Selection
  • Staffing Solution
  • Payroll Administration
  • Human resource Compliance. 

 

 

 

 

 

 

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Consultant


  • Nguyen Ngan Giang (Ms.)
  • giang.nguyen@farorecruitment.com
  • (84)967363893

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