Customer Service Manager

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.