Job Description
Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Team: Customer Service
Line report: Country Director
Lixibox is a full-stack one-stop omni-channel solution for luxury affordable beauty brands, funded by well-known Silicon Valley investors. The company focuses on optimizing operations by leveraging in-house agency and technology solutions to bring effective brand launching for end consumers.
I. RESPONSIBILITIES:
- Manage the daily operations of both CS and Telesales teams, ensuring optimal performance, target achievement, and service quality across all channels.
- Build and scale the international CS team, starting with the US market, while maintaining seamless collaboration with the Vietnam-based team.
- Monitor daily performance (e.g. response time, call quality, AOV, approval rate), and implement strategies to improve conversion rates and upselling across both teams.
- Develop and implement SOPs, sales scripts, escalation flows, and standardized response templates across CS and telesales functions.
- Set KPIs and evaluate performance weekly/monthly. Plan coaching sessions and performance reviews to maintain high motivation and skill levels.
- Support team leads in hiring, onboarding, promoting, or managing underperformance when needed.
- Ensure all relevant communication, tools, and data are updated, organized, and leveraged for continual performance improvement.
Oversee exceptional customer service delivery across email, phone, live chat, social media, and e-commerce marketplaces. - Handle escalated customer cases, ensuring prompt, professional, and customer-centric resolutions.
- Design and optimize telesales call scripts, chatbot flows, upsell pitch decks, and post-purchase nurturing messages.
- Drive up-sell and cross-sell strategies via call center and live chat support.
- Collaborate closely with internal departments (Operations, Tech, Product, Marketing) to improve user journey, UI/UX, and service consistency.
- Monitor, analyze, and report on key metrics including:
+ First Response Time
+ Average Handle Time
+ CSAT/NPS Score
+ Telesales approval rate
+ Average Order Value
+ Conversion & Upsell rate
- Use sales and customer data to propose and execute data-driven improvements.
- Provide regular performance reports and insights to leadership.
- Anticipate resource needs and adjust capacity planning based on market demand.
- Create and manage automated messaging flows for customer support and sales (e.g. abandoned cart recovery, promotion reminders).
- Optimize existing CRM & CS platforms (e.g. Gorgias, Zendesk, Freshdesk) and integrate with new tools if needed.
- Leverage customer feedback (VoC) and journey mapping to remove friction points and enhance customer loyalty.
II. REQUIREMENTS:
- 5+ years experience in managing Customer Service and/or Telesales teams (preferred team size 50-100+ members).
- Proven track record managing e-commerce operations with platforms like Shopee, TikTokShop, Shopify, Amazon.
- Experience handling both Vietnam & international markets (especially the US) and cross-border logistics/sales challenges.
- Strong English and Vietnamese communication skills (written and verbal).
- Proficient in using CRM and helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk), and marketing/sales automation tools.
- Excellent analytical skills, with experience in tracking KPIs and building performance dashboards.
- Proven ability to build scripts and flows for automation, upsell, and customer retention.
III. RECRUITMENT PROCESS: (2 rounds)
CV Application → 1. Interview with HR and Line Manager → 2. Interview with Head of Department and CEO.
IV. BENEFITS:
- Highly competitive packages with Incentive (Monthly/Quarterly);
- Company Annual Performance Bonus;
- PVI Healthcare Insurance;
- 12 annual leave per year;
- Annual Salary Review;
- Social Insurance (prescribed by state);
- Lunch and snack sponsored by Company;
- Parking - Monthly parking is covered by Company;
- Other benefits: Company Activities, ping pong at office, gift voucher…
- Employee Discount Code (Up to 50%).