Overview
Customer Service Lead (Operations) Jobs in Ho Chi Minh City, Vietnam at BonbonCar
Title: Customer Service Lead (Operations)
Company: BonbonCar
Location: Ho Chi Minh City, Vietnam
Company Overview
BonbonCar Vietnam is at the forefront of automotive technology, specializing in smart car-sharing solutions and innovative smart car kits. Based in Sala, our company thrives on the cutting-edge intersection of software and hardware technology, fueled by a vibrant team of young, dynamic talents. Our leadership includes a seasoned entrepreneur with a track record of successful ventures in both the US and Vietnam.
We’re looking for a Customer Service Lead to manage our CS team and elevate customer experience.
Key Responsibilities
- Manage and lead the Customer Service (CS) team, including recruitment, training, performance evaluation, and motivation to ensure high team efficiency.
- Supervise the handling of inquiries and complaints from renters and car owners related to rental transactions, ensuring prompt, professional, and effective resolution.
- Develop and optimize customer support processes, while overseeing parts of the rental operation workflow—from booking to completion—integrating with software and hardware systems to minimize risks and enhance efficiency.
- Monitor and report on key KPIs related to CS and operations, such as response time, customer satisfaction rate, order completion rate, and complaint resolution metrics, directly to the line manager.
- Analyze operational data, collaborate with relevant departments to identify issues, propose improvements, and mitigate risks such as delays or disputes.
- Work closely with software and hardware teams to support rental operations and enhance the overall user experience.
- Coordinate with other departments to develop service improvement strategies, including team training on product knowledge and complex case handling.
- Develop and implement customer service enhancement strategies integrated with operations, aimed at improving satisfaction for both car owners and renters while supporting business objectives.
- Handle urgent or escalated rental-related issues and coordinate with stakeholders to ensure quick and effective resolution; manage risks and complex operational situations as they arise.
- Collect customer feedback to propose service improvements, while assisting in monitoring budgets related to CS and basic operational activities.
Qualifications
- Bachelor’s degree in Business Administration, Customer Service, Logistics, Operations, or a related field.
- At least 3 years of experience in customer service and operations, with a minimum of 1 year in a CS leadership or equivalent role — preferably within car rental, logistics, tech platforms, or online services.
- Strong leadership skills with the ability to manage teams and drive high performance under pressure.
- Excellent communication, listening, and problem-solving skills, combined with data analysis proficiency using tools such as Excel, Google Analytics, CRM, or operations management software.
- Deep understanding of IoT technology, GPS systems, traffic regulations, vehicle safety, and car rental platforms is a strong advantage.
- Strong teamwork, reporting, and independent problem-solving abilities, with creativity and accountability.
- Good command of English (spoken and written); willingness to work flexible shifts if required.
What We Offer
- The opportunity to work in a fast-paced, innovative environment.
- Gain practical experience in a fast-paced industry with a focus on data-driven operational improvement.
- A dynamic and supportive team of young, talented professionals.
- Opportunities for personal and professional growth.
Working time and location
- Monday – Friday: 8:30 am – 6:00 pm (1.5 hour break)
- Address: No. 69, B4 Street, An Khanh Ward, Ho Chi Minh City.
HOW TO APPLY
Interested candidates are invited to send their resume and a brief cover letter to the following email address: [email protected]. More Info: Inbox us or contact Zalo 0903 938 869 (HR – Recruitment Team)
At BonbonCar Vietnam, we are passionate about driving the future of smart mobility. If you are ambitious, innovative, and ready to make a significant impact, join us in redefining the automotive experience in Vietnam and beyond.
