{"id":2589795,"url":"https://alion.io/job/qode-customer-service-manager","title":"Customer Service Manager","company":{"id":7099,"name":"Qode","domain":"qode.world","url":"https://alion.io/company/qode-world","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ho Chi Minh City, Vietnam"],"countries":["VN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":5000,"max_usd":12500,"period":"year","method":null,"sample_n":30317},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-15T05:29:54Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T20:46:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We are hiring for this role on behalf of our client in the EV automotive industry\nCustomer Service Manager\nLocation: Ho Chi Minh City, Vietnam\nWorkplace Type: Onsite\nAbout Our Client\nOur 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.\nRole Overview\nThe 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.\nThe 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.\nThis 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.\n1 - Service Ownership and Case Management\nOwn 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.\nEnsure each case holds complete information: contact details, vehicle number, location, issue time, symptoms, photos or videos, actions taken, owner, status and next action.\nSet 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.\nPersonally handle cases that exceed vendor authority, including complex, high-severity, repeat and reopened cases.\nEnsure Vietnamese-language communication is natural, simple and appropriate for local customers.\n2 - Lead Management\nOwn the lead-handling process from the point a lead is captured through first response, qualification and hand-off to the appropriate commercial team.\nEnsure 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.\nRoute 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.\nMaintain lead statuses and lost-reason codes in CRM, and agree with Sales and dealers how outcomes (test ride, order, lost) are fed back.\nReport 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.\nEscalate hand-off failures with Sales, and any personal-data or consent issue, to the Marketing Director.\n3 - Incident and Emergency Coordination\nAct 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.\nCoordinate 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.\nOperate 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.\nEscalate any safety incident (battery or vehicle) immediately, and any station outage affecting many customers.\nPrepare approved holding statements and customer communications during incidents, together with the Marketing team.\n4 - Complaint Handling and Escalation\nReceive and investigate complaints professionally and objectively, acknowledging concerns without blaming the customer, dealer, workshop or partner before facts are confirmed.\nCoordinate fact-finding with the relevant teams and consolidate a clear response for the customer.\nEscalate 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.\nMaintain an escalation tracker and ensure overdue cases are followed up.\nIdentify repeat complaints and systemic service problems for management review.\n5 - Outsourced Vendor Management\nManage 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.\nOwn the scripts, macros, FAQs, escalation matrices, queue rules and knowledge base, and keep agents current on vehicles, swap stations, plans, offers and procedures.\nAudit call quality, case documentation and response accuracy; run regular calibration sessions and refresher training.\nEnsure agents do not give unapproved technical advice, commercial commitments or compensation promises.\nSupport the onboarding of locally based agents with knowledge of Ho Chi Minh City’s stations, workshops and support network.\nAdvise the Marketing Director on vendor commercial terms and on when contact volume justifies additional capacity.\n6 - Voice of Customer and Service Quality\nMeasure 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.\nConsolidate 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.\nPrepare weekly operating reports and a monthly Voice-of-Customer report with trends, root causes, open risks and recommended actions.\nShare insights with Product Planning, Marketing, Sales, After-Sales, Network and Digital teams, and track agreed corrective actions through to implementation.\nProvide structured Voice-of-Customer findings for pilot and launch reviews.\nIdentify 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.\n7 - CRM, Process and Data Discipline\nOwn the Customer Service & Escalation procedure and keep it current as the company scales.\nMaintain 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.\nSupport integration between customer-service processes and CRM, DMS, workshop and other operational systems; participate in user-acceptance testing and process improvement.\nMaintain approved templates, registers and reporting files, and ensure customer-service data supports audit trails and management reporting.\nQualification\nBachelor’s degree in Business Administration, Marketing, Communications, Hospitality, Operations or a related field.\nAt 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.\nProven experience managing an outsourced call centre or BPO against service levels, including scripts, quality assurance and calibration.\nExperience in automotive, motorcycles, electric vehicles, mobility, ride-hailing, delivery platforms, fintech, e-commerce or another service-intensive industry is strongly preferred.\nPractical experience with CRM, ticketing or case-management systems, and with NPS/CSAT measurement and analysis.\nExperience handling complaints and safety or high-severity incidents, staying calm under pressure and coordinating cross-functional resolution.\nStrong Excel and reporting skills; able to turn contact data into clear insight and recommendations.\nStrong written and spoken Vietnamese; working proficiency in English for coordination with regional and global colleagues and for documentation.\nComfortable working in a start-up or launch-stage environment where processes are still being developed.\nBehaviours we value: high agency, resilience, growth mindset, ownership.","description_format":"text","description_chars":9469,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Vietnamese","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Vietnam","iso":"VN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-10-15T05:29:54Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.542,"p_room":1,"age_days":0,"expected_fill_days":16,"reasons":["conf:0","agency","velocity","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/qode-customer-service-manager","json_url":"https://alion.io/job/qode-customer-service-manager.json","meta":{"generated_at":"2026-10-15T23:08:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35082,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7099},"rest":"https://alion.io/mcp/rest/get_company?id=7099"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fqode-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fqode-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fqode-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/qode-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqode-customer-service-manager"}]}