Overview
Customer Care Assistant Manager Jobs in Ho Chi Minh City Metropolitan Area at Starbucks Vietnam
Title: Customer Care Assistant Manager
Company: Starbucks Vietnam
Location: Ho Chi Minh City Metropolitan Area
Purpose of the job
The Customer Care Assistant Manager supports the development, implementation, and continuous improvement of customer care programs and platforms. This role enables store partners to deliver the Starbucks Experience by driving service, strengthening customer connection, and improving operational effectiveness through insights and collaboration
Responsibilities:
Customer Experience & Omnichannel Excellence
- Lead the delivery and continuous improvement of customer care across all channels (hotline, email, digital platforms), to ensure seamless Starbucks Experience.
- Monitor and drive performance against key service metrics e.g., CSAT, response time, resolution effectiveness).
Escalation Management & Service Recovery
- Oversee and resolve complex customer complaints and sensitive escalations with empathy and professionalism
- Establish and continuously improve service standards and escalation frameworks, and recovery protocols to strengthen customer trust and loyalty.
Case Management & Continuous Improvement
- Ensure effective case tracking, follow-up, and resolution governance, identifying recurring issues and driving long-term solutions.
- Analyze recurring issues and leverage Customer Experience Survey insights to drive improvements in service processes and store operations.
Cross-functional Collaboration & Influence
- Partner closely with Store Operations, Marketing, and Technology teams to address systemic issues and improve the overall customer journey
- Act as a trusted advisor, providing insights to influence service strategies and operational enhancement.
Team & Operational Support
- Provide guidance and coaching to team members in handling complex cases and improving service delivery.
- Support reporting, planning and operational processes to ensure efficiency and compliance.
Proactive Issue Management
- Proactively identify service risks, emerging issues, or trends and escalate early to relevant stakeholders.
- Drive cross-functional solutions to minimize customer impact and improve long-term service performance
Job Requirements:
- Bachelor’s degree in business, Hospitality, Communications, or related field
- 2- 4 years' experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints
- Experience in complaint handling, escalation management, and customer recovery
- Strong ability to work independently and collaboratively in a fast-paced environment
- Ability to work independently and teamwork, work under pressure.
- Excellent spoken and written language skill with a confident, professional and positive demeanor
- Good computer literacy (Word, Excel, PowerPoint).
