Customer Service Manager
Qode · Ho Chi Minh City
We are hiring for this role on behalf of our client in the EV automotive industry
Customer Service Manager
Location: Ho Chi Minh City, Vietnam
Workplace Type: Onsite
About Our Client
Our 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 Overview
The 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 Management
- Own 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 closing.
- Ensure each case holds complete information: contact details, vehicle number, location, issue time, symptoms, photos or videos, actions taken, owner, status and next action.
- Set 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 policies.
- Personally handle cases that exceed vendor authority, including complex, high-severity, repeat and reopened cases.
- Ensure Vietnamese-language communication is natural, simple and appropriate for local customers.
2 - Lead Management
- Own the lead-handling process from the point a lead is captured through first response, qualification and hand-off to the appropriate commercial team.
- Ensure 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 results.
- Route 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 times.
- Maintain lead statuses and lost-reason codes in CRM, and agree with Sales and dealers how outcomes (test ride, order, lost) are fed back.
- Report 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 function.
- Escalate hand-off failures with Sales, and any personal-data or consent issue, to the Marketing Director.
3 - Incident and Emergency Coordination
- Act 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 support.
- Coordinate 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 support.
- Operate 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 authorization.
- Escalate any safety incident (battery or vehicle) immediately, and any station outage affecting many customers.
- Prepare approved holding statements and customer communications during incidents, together with the Marketing team.
4 - Complaint Handling and Escalation
- Receive and investigate complaints professionally and objectively, acknowledging concerns without blaming the customer, dealer, workshop or partner before facts are confirmed.
- Coordinate fact-finding with the relevant teams and consolidate a clear response for the customer.
- Escalate 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 exposure.
- Maintain an escalation tracker and ensure overdue cases are followed up.
- Identify repeat complaints and systemic service problems for management review.
5 - Outsourced Vendor Management
- Manage 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 short.
- Own the scripts, macros, FAQs, escalation matrices, queue rules and knowledge base, and keep agents current on vehicles, swap stations, plans, offers and procedures.
- Audit call quality, case documentation and response accuracy; run regular calibration sessions and refresher training.
- Ensure agents do not give unapproved technical advice, commercial commitments or compensation promises.
- Support the onboarding of locally based agents with knowledge of Ho Chi Minh City’s stations, workshops and support network.
- Advise the Marketing Director on vendor commercial terms and on when contact volume justifies additional capacity.
6 - Voice of Customer and Service Quality
- Measure customer satisfaction (NPS/CSAT) after key interactions such as vehicle delivery, service and incident closure, and support scheduled post-delivery and post-service follow-ups.
- Consolidate 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 experience.
- Prepare weekly operating reports and a monthly Voice-of-Customer report with trends, root causes, open risks and recommended actions.
- Share insights with Product Planning, Marketing, Sales, After-Sales, Network and Digital teams, and track agreed corrective actions through to implementation.
- Provide structured Voice-of-Customer findings for pilot and launch reviews.
- Identify 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 Digital.
7 - CRM, Process and Data Discipline
- Own the Customer Service & Escalation procedure and keep it current as the company scales.
- Maintain 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 overdue.
- Support integration between customer-service processes and CRM, DMS, workshop and other operational systems; participate in user-acceptance testing and process improvement.
- Maintain approved templates, registers and reporting files, and ensure customer-service data supports audit trails and management reporting.
Qualification
- Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality, Operations or a related field.
- At 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 vendor.
- Proven experience managing an outsourced call centre or BPO against service levels, including scripts, quality assurance and calibration.
- Experience in automotive, motorcycles, electric vehicles, mobility, ride-hailing, delivery platforms, fintech, e-commerce or another service-intensive industry is strongly preferred.
- Practical experience with CRM, ticketing or case-management systems, and with NPS/CSAT measurement and analysis.
- Experience handling complaints and safety or high-severity incidents, staying calm under pressure and coordinating cross-functional resolution.
- Strong Excel and reporting skills; able to turn contact data into clear insight and recommendations.
- Strong written and spoken Vietnamese; working proficiency in English for coordination with regional and global colleagues and for documentation.
- Comfortable working in a start-up or launch-stage environment where processes are still being developed.
- Behaviours we value: high agency, resilience, growth mindset, ownership.
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