Overview
Customer Experience Team Lead Jobs in Ho Chi Minh City Metropolitan Area at NetNam Corporation
Title: Customer Experience Team Lead
Company: NetNam Corporation
Location: Ho Chi Minh City Metropolitan Area
Job Description:
Key Responsibilities
- Team Management: Assign tasks, monitor performance, evaluate team members, and drive training & capability development
- SLA Management: Ensure compliance with SLA commitments; proactively monitor risks, trigger alerts, and handle escalations
- Quality Assurance (QA/QC): Design and operate QA/QC frameworks; conduct audits, scoring, and continuous service quality improvement
- Process Optimization: Design and enhance internal and cross-functional processes to improve operational efficiency and customer experience
- Omnichannel Experience Management: Ensure consistent service quality across all channels (email, hotline, OTT platforms, etc.)
- Analysis & Reporting: Track and analyze key metrics (SLA, CSAT, tickets, etc.) and propose actionable improvements
- Cross-functional Collaboration: Act as the main point of contact to coordinate with related departments on complex issues
- Reconciliation Control: Review and validate reconciliation data; coordinate payment processes with partners
- Perform other tasks as assigned by the Line Manager
Job Requirements:
Qualifications & Experience
- Bachelor’s degree in Business Administration or related fields
- Minimum 3+ years of experience in Customer Experience, Customer Service, Customer Success Management, or Call Center operations
- Experience managing a team of 3–5 members; prior experience in SLA management and QA/QC is a strong advantage
Skills & Competencies
- Good command of English (able to use in daily work)
- Strong communication skills with the ability to work both independently and collaboratively
- High sense of responsibility, ability to work under pressure
- Logical thinking and strong problem-solving skills
Personal Attributes
- Customer-centric mindset
- Proactive, diligent, and accountable
- Continuous improvement mindset
Benefits:
1. Compensation & Incentives
- Competitive salary (negotiable based on experience)
- 13th-month salary, holiday bonuses, and performance-based incentives
- Allowances for lunch and phone (depending on position)
2. Working Time
- Working hours in accordance with company policies and job requirements
- Overtime/on-call policy in compliance with labor law and company regulations
3. Insurance & Healthcare
- Full statutory insurance (Social, Health, Unemployment)
- 24/7 health and accident insurance
- Annual health check-ups
4. Work Environment & Engagement
- Dynamic workplace with sports clubs (football, running, badminton, yoga, etc.)
- Company trips/teambuilding 2–3 times per year, including at least one overseas trip
- Internal cultural events: Company Day, New Year Party, Year-End Party, and regular engagement activities
5. Career Development
- Access to professional training programs
- Clear career path and advancement opportunities
