Customer Service Manager

We are hiring for this role on behalf of our client in the EV automotive industrySwap Station Operation & Maintenance Manager

Location: Ho Chi Minh City, VietnamWorkplace Type: OnsiteAbout Our ClientOur client is a joint venture dedicated to accelerating Vietnam's energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution.

They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.Role OverviewThe Customer Service Manager will manage the company's day-to-day customer-support operations across hotline, Zalo OA, email, app and other approved customer channels.The role will ensure that customer enquiries, leads, complaints, technical incidents and emergency-support cases are properly recorded, assigned, followed up and closed. It will coordinate closely with Sales, Marketing, After-Sales, Network Operations, Digital/IT, dealers, workshops, roadside-assistance providers and outsourced customer-service vendors.This is not only a call-handling position. The role is responsible for delivering end-to-end case ownership, ensuring that customers receive clear updates and are not passed repeatedly between different the company teams or service partners. the company's hotline operating discussion specifically identified the need for case management, customer identification, next-action tracking, follow-up, lead-pipeline management and routing of technical feedback to the appropriate internal departments. During the launch period, expect to be hands-on with escalated and incident cases while the vendor team ramps up.1 - Service Ownership and Case ManagementOwn the full life of every customer case across hotline, Zalo OA, email, app, website, dealer, workshop and other approved channels: record it, categorize it by severity and customer impact, assign an owner and next action, update the customer proactively, and confirm resolution with the customer before closingEnsure each case holds complete information: contact details, vehicle number, location, issue time, symptoms, photos or videos, actions taken, owner, status and next actionSet the answer standard for enquiries on vehicles and features, battery swapping and station locations, subscription plans and activation, test rides, delivery and onboarding, maintenance and warranty, promotions and loyalty, and roadside support, based on approved product materials and policiesPersonally handle cases that exceed vendor authority, including complex, high-severity, repeat and reopened casesEnsure Vietnamese-language communication is natural, simple and appropriate for local customers2 - Lead ManagementOwn the lead-handling process from the point a lead is captured through first response, qualification and hand-off to the appropriate commercial teamEnsure every new lead and enquiry receives a first response within the agreed response standard. The vendor team applies a scripted initial qualification (intent, timing, location, test-ride preference); this role designs the script and audits the resultsRoute qualified leads, including test-ride bookings, to the right Sales team or dealer with complete information, and confirm acceptance. Chase leads that are not accepted or not contacted within agreed timesMaintain lead statuses and lost-reason codes in CRM, and agree with Sales and dealers how outcomes (test ride, order, lost) are fed backReport weekly on response time, leads routed inside the response standard, hand-off failures and lead ageing, and take part in the weekly lead-quality review with the Marketing team's Digital & CRM functionEscalate hand-off failures with Sales, and any personal-data or consent issue, to the Marketing Director3 - Incident and Emergency CoordinationAct as the coordination point for vehicle breakdowns, accidents, battery depletion, swap-station issues and other operational incidents, guiding customers to a safe location and collecting the information needed for supportCoordinate the company technical teams, certified workshops, dealers, roadside-assistance, towing and emergency-transport providers, and monitor each case until the customer has received the required supportOperate within the approved incident-management process and service policy. Explain clearly what support has been approved, and do not commit to repairs, refunds, replacement vehicles, compensation or timelines before authorizationEscalate any safety incident (battery or vehicle) immediately, and any station outage affecting many customersPrepare approved holding statements and customer communications during incidents, together with the Marketing team4 - Complaint Handling and EscalationReceive and investigate complaints professionally and objectively, acknowledging concerns without blaming the customer, dealer, workshop or partner before facts are confirmedCoordinate fact-finding with the relevant teams and consolidate a clear response for the customerEscalate cases involving: safety or injury; repeat vehicle faults; extended customer downtime; service-level failures; warranty, payment or refund disputes; data-privacy concerns; suspected fraud or impersonation; social-media complaints gaining traction; and potential legal or regulatory exposureMaintain an escalation tracker and ensure overdue cases are followed upIdentify repeat complaints and systemic service problems for management review5 - Outsourced Vendor ManagementManage the day-to-day operation and performance of the outsourced customer-service vendor against agreed service levels, using a regular scorecard and agreeing corrective actions when performance falls shortOwn the scripts, macros, FAQs, escalation matrices, queue rules and knowledge base, and keep agents current on vehicles, swap stations, plans, offers and proceduresAudit call quality, case documentation and response accuracy; run regular calibration sessions and refresher trainingEnsure agents do not give unapproved technical advice, commercial commitments or compensation promisesSupport the onboarding of locally based agents with knowledge of Ho Chi Minh City's stations, workshops and support networkAdvise the Marketing Director on vendor commercial terms and on when contact volume justifies additional capacity6 - Voice of Customer and Service QualityMeasure customer satisfaction (NPS/CSAT) after key interactions such as vehicle delivery, service and incident closure, and support scheduled post-delivery and post-service follow-upsConsolidate feedback from calls, messages, complaints, surveys, dealers, workshops and field teams, and identify recurring concerns on vehicle quality, battery performance, swap-station availability, app experience, subscription plans, pricing, repairs and spare parts, warranty, and dealer or workshop experiencePrepare weekly operating reports and a monthly Voice-of-Customer report with trends, root causes, open risks and recommended actionsShare insights with Product Planning, Marketing, Sales, After-Sales, Network and Digital teams, and track agreed corrective actions through to implementationProvide structured Voice-of-Customer findings for pilot and launch reviewsIdentify friction points across the customer journey, from enquiry and test ride through handover, battery swapping, maintenance and warranty, incident support, renewal, loyalty and referral, and contribute service requirements to journey and loyalty programmes led by Marketing, Sales, After-Sales, and Digital7 - CRM, Process and Data DisciplineOwn the Customer Service & Escalation procedure and keep it current as the company scalesMaintain complete, accurate and timely customer and case records, with a clear summary, owner, status, next action and resolution on every case. Manage follow-up reminders so cases do not become overdueSupport integration between customer-service processes and CRM, DMS, workshop and other operational systems; participate in user-acceptance testing and process improvementMaintain approved templates, registers and reporting files, and ensure customer-service data supports audit trails and management reportingQualification Bachelor's degree in Business Administration, Marketing, Communications, Hospitality, Operations or a related fieldAt least 5 years of experience in customer service, customer experience or contact-centre operations, including 1+ year managing a team or an outsourced customer-service vendorProven experience managing an outsourced call centre or BPO against service levels, including scripts, quality assurance and calibrationExperience in automotive, motorcycles, electric vehicles, mobility, ride-hailing, delivery platforms, fintech, e-commerce or another service-intensive industry is strongly preferredPractical experience with CRM, ticketing or case-management systems, and with NPS/CSAT measurement and analysisExperience handling complaints and safety or high-severity incidents, staying calm under pressure and coordinating cross-functional resolutionStrong Excel and reporting skills; able to turn contact data into clear insight and recommendationsStrong written and spoken Vietnamese; working proficiency in English for coordination with regional and global colleagues and for documentationComfortable working in a start-up or launch-stage environment where processes are still being developedBehaviours we value: high agency, resilience, growth mindset, ownership