Job description for Customer Service Lead at Công ty TNHH Capichi Việt Nam
WORKING TIME & LOCATION:
- Work in shifts
- Working schedule according to company arrangements
- 2 days off/ week (weekday)
- Willing to work flexibly from home or the office, while ensuring at least 50% of working time is spent onsite at the Hanoi office.
WHAT YOU WILL DO
1. Customer Service
- Provide direct customer support to both Vietnamese and international users across all Capichi products and services.
- Coordinate with restaurants, delivery partners, and payment gateways to resolve operational issues efficiently.
- Deliver a professional customer experience while handling high-pressure situations with flexibility and sound judgment.
- Collaborate closely with Product Development, Business Development, Accounting, Marketing, and other internal teams to resolve customer requests and continuously improve the customer experience.
2. Team Management & Training
- Support the management and coordination of the Customer Service team in daily operations.
- Monitor service quality, response times, and overall customer satisfaction.
- Train, coach, and develop team members to enhance their skills and performance.
- Handle complex customer cases and operational escalations.
3. Process Improvement & Optimization
- Participate in designing, reviewing, and improving customer service processes, workflows, and operational documentation.
- Propose solutions to enhance operational efficiency and service quality.
4. Restaurant Content Management
- Manage restaurant menus and maintain accurate restaurant information displayed on the Capichi platform.
5. Other Responsibilities
- Perform other tasks related to customer service operations and continuous service quality improvement.
REQUIREMENTS
Mandatory Qualifications
- Good command of English, with the ability to communicate confidently in both spoken and written English in a working environment.
- Previous experience in Customer Service, Customer Support, or a related role.
- Experience leading a small team or a strong desire and capability to grow into a management role.
- Excellent communication, problem-solving, and conflict resolution skills.
- Proactive, adaptable, responsible, and highly accountable.
- Ability to work effectively under pressure and adapt quickly in a fast-changing environment.
- This position requires a flexible shift schedule, including evening shifts, weekends, and public holidays.
Preferred Qualifications
- Experience supporting international customers or working in a multilingual and multicultural environment.
- Additional language skills, particularly Japanese, are an advantage.
- Experience in improving customer service operations and processes.
- Experience working in a startup, technology company, F&B business, or e-commerce environment.
