{"id":16079,"date":"2026-04-01T16:37:10","date_gmt":"2026-04-01T09:37:10","guid":{"rendered":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/?p=16079"},"modified":"2026-05-30T18:54:31","modified_gmt":"2026-05-30T11:54:31","slug":"truong-nhom-cham-soc-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/tu-van-nghe-nghiep\/truong-nhom-cham-soc-khach-hang-la-gi","title":{"rendered":"Tr\u01b0\u1edfng Nh\u00f3m Ch\u0103m S\u00f3c Kh\u00e1ch H\u00e0ng L\u00e0 G\u00ec? Vai Tr\u00f2, K\u1ef9 N\u0103ng V\u00e0 M\u1ee9c L\u01b0\u01a1ng"},"content":{"rendered":"

Khi \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u00e1t tri\u1ec3n t\u1eeb v\u00e0i ng\u01b0\u1eddi l\u00ean h\u00e0ng ch\u1ee5c nh\u00e2n s\u1ef1, doanh nghi\u1ec7p c\u1ea7n m\u1ed9t ng\u01b0\u1eddi v\u1eeba n\u1eafm nghi\u1ec7p v\u1ee5, v\u1eeba bi\u1ebft \u0111i\u1ec1u ph\u1ed1i v\u00e0 gi\u1eef nh\u1ecbp cho c\u1ea3 team. Tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> (Customer Service Team Leader) ch\u00ednh l\u00e0 v\u1ecb tr\u00ed \u0111\u00f3 \u2014 c\u1ea7u n\u1ed1i gi\u1eefa nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u v\u00e0 c\u1ea5p qu\u1ea3n l\u00fd, ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a nh\u00f3m.<\/p>\n

\"\"<\/figure>\n
\n

T\u00f3m t\u1eaft nhanh:<\/strong><\/p>\n

\u2013 Tr\u01b0\u1edfng nh\u00f3m CSKH (Customer Service Team Leader) qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, gi\u00e1m s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi\/tin nh\u1eafn v\u00e0 b\u00e1o c\u00e1o KPI cho c\u1ea5p tr\u00ean.<\/p>\n

\u2013 V\u1ecb tr\u00ed n\u00e0y \u0111\u00f2i h\u1ecfi kinh nghi\u1ec7m CSKH t\u1eeb 2\u20133 n\u0103m tr\u1edf l\u00ean, k\u1ef9 n\u0103ng l\u00e3nh \u0111\u1ea1o v\u00e0 kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ecbch v\u1ee5.<\/p>\n

\u2013 M\u1ee9c l\u01b0\u01a1ng ph\u1ed5 bi\u1ebfn: 12\u201322 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng t\u00f9y ng\u00e0nh, quy m\u00f4 c\u00f4ng ty v\u00e0 khu v\u1ef1c.<\/p>\n<\/div>\n

1. Tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

Tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 v\u1ecb tr\u00ed qu\u1ea3n l\u00fd c\u1ea5p trung, ph\u1ee5 tr\u00e1ch \u0111i\u1ec1u h\u00e0nh ho\u1ea1t \u0111\u1ed9ng h\u1eb1ng ng\u00e0y c\u1ee7a \u0111\u1ed9i ng\u0169 CSKH. Ng\u01b0\u1eddi gi\u1eef vai tr\u00f2 n\u00e0y v\u1eeba x\u1eed l\u00fd c\u00e1c tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng ph\u1ee9c t\u1ea1p m\u00e0 nh\u00e2n vi\u00ean kh\u00f4ng gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c (escalated cases), v\u1eeba hu\u1ea5n luy\u1ec7n, \u0111\u00e1nh gi\u00e1 n\u0103ng l\u1ef1c v\u00e0 ph\u00e2n b\u1ed5 c\u00f4ng vi\u1ec7c cho c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m.<\/p>\n

Trong c\u01a1 c\u1ea5u t\u1ed5 ch\u1ee9c, tr\u01b0\u1edfng nh\u00f3m CSKH th\u01b0\u1eddng b\u00e1o c\u00e1o tr\u1ef1c ti\u1ebfp cho Tr\u01b0\u1edfng ph\u00f2ng D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Customer Service Manager) ho\u1eb7c Gi\u00e1m \u0111\u1ed1c Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Experience Director). T\u00f9y quy m\u00f4, m\u1ed9t tr\u01b0\u1edfng nh\u00f3m c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd t\u1eeb 5 \u0111\u1ebfn 20 nh\u00e2n vi\u00ean, bao g\u1ed3m c\u1ea3 nh\u00e2n s\u1ef1 l\u00e0m vi\u1ec7c t\u1ea1i v\u0103n ph\u00f2ng l\u1eabn nh\u00f3m h\u1ed7 tr\u1ee3 t\u1eeb xa.<\/p>\n

V\u1ecb tr\u00ed n\u00e0y xu\u1ea5t hi\u1ec7n \u1edf h\u1ea7u h\u1ebft m\u1ecdi ng\u00e0nh: th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, ng\u00e2n h\u00e0ng, b\u1ea3o hi\u1ec3m, vi\u1ec5n th\u00f4ng, c\u00f4ng ngh\u1ec7, logistics. D\u00f9 b\u1ed1i c\u1ea3nh ng\u00e0nh kh\u00e1c nhau, nhi\u1ec7m v\u1ee5 c\u1ed1t l\u00f5i v\u1eabn xoay quanh vi\u1ec7c gi\u1eef ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u1ed5n \u0111\u1ecbnh v\u00e0 ph\u00e1t tri\u1ec3n n\u0103ng l\u1ef1c c\u1ee7a \u0111\u1ed9i ng\u0169.<\/p>\n

2. M\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c chi ti\u1ebft<\/h2>\n

C\u00f4ng vi\u1ec7c h\u1eb1ng ng\u00e0y c\u1ee7a tr\u01b0\u1edfng nh\u00f3m CSKH chia th\u00e0nh ba nh\u00f3m ch\u00ednh: qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169, gi\u00e1m s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 ph\u1ed1i h\u1ee3p li\u00ean ph\u00f2ng ban.<\/p>\n\n\n

Tr\u01b0\u1edbc khi b\u01b0\u1edbc l\u00ean v\u1ecb tr\u00ed tr\u01b0\u1edfng nh\u00f3m, \u1ee9ng vi\u00ean c\u1ea7n v\u1eefng n\u1ec1n t\u1ea3ng k\u1ef9 n\u0103ng c\u00e1 nh\u00e2n \u2013 tham kh\u1ea3o 9 y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean m\u1ed9t chuy\u00ean vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p<\/a> \u0111\u1ec3 t\u1ef1 \u0111\u00e1nh gi\u00e1 \u0111i\u1ec3m m\u1ea1nh, \u0111i\u1ec3m y\u1ebfu c\u1ee7a b\u1ea3n th\u00e2n.<\/p>\n\n\n\n

V\u1ec1 qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169, tr\u01b0\u1edfng nh\u00f3m ph\u00e2n ca l\u00e0m vi\u1ec7c, \u0111\u1eb7t m\u1ee5c ti\u00eau c\u00e1 nh\u00e2n v\u00e0 nh\u00f3m, t\u1ed5 ch\u1ee9c h\u1ecdp \u0111\u1ea7u ca ho\u1eb7c cu\u1ed1i tu\u1ea7n \u0111\u1ec3 review k\u1ebft qu\u1ea3. Khi c\u00f3 nh\u00e2n vi\u00ean m\u1edbi, tr\u01b0\u1edfng nh\u00f3m tr\u1ef1c ti\u1ebfp ho\u1eb7c ph\u1ed1i h\u1ee3p c\u00f9ng b\u1ed9 ph\u1eadn \u0111\u00e0o t\u1ea1o \u0111\u1ec3 onboard \u2014 h\u01b0\u1edbng d\u1eabn quy tr\u00ecnh, h\u1ec7 th\u1ed1ng CRM v\u00e0 c\u00e1ch x\u1eed l\u00fd c\u00e1c t\u00ecnh hu\u1ed1ng th\u01b0\u1eddng g\u1eb7p.<\/p>\n\n\n\n

\u2013 Gi\u00e1m s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi, email v\u00e0 chat qua h\u1ec7 th\u1ed1ng QA (Quality Assurance), ch\u1ea5m \u0111i\u1ec3m theo b\u1ed9 ti\u00eau ch\u00ed n\u1ed9i b\u1ed9 v\u00e0 ph\u1ea3n h\u1ed3i cho nh\u00e2n vi\u00ean.<\/p>\n\n\n\n

\u2013 X\u1eed l\u00fd c\u00e1c tr\u01b0\u1eddng h\u1ee3p khi\u1ebfu n\u1ea1i ph\u1ee9c t\u1ea1p ho\u1eb7c kh\u00e1ch h\u00e0ng VIP m\u00e0 nh\u00e2n vi\u00ean c\u1ea7n h\u1ed7 tr\u1ee3 t\u1eeb c\u1ea5p tr\u00ean.<\/p>\n\n\n\n

\u2013 Theo d\u00f5i v\u00e0 b\u00e1o c\u00e1o c\u00e1c ch\u1ec9 s\u1ed1 KPI: t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft l\u1ea7n \u0111\u1ea7u (First Call Resolution), th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh (Average Response Time), \u0111i\u1ec3m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (CSAT) v\u00e0 Net Promoter Score (NPS).<\/p>\n\n\n\n

\u2013 Ph\u1ed1i h\u1ee3p v\u1edbi b\u1ed9 ph\u1eadn S\u1ea3n ph\u1ea9m, K\u1ef9 thu\u1eadt ho\u1eb7c V\u1eadn h\u00e0nh \u0111\u1ec3 ph\u1ea3n h\u1ed3i l\u1ed7i h\u1ec7 th\u1ed1ng, c\u1eadp nh\u1eadt ch\u00ednh s\u00e1ch m\u1edbi v\u00e0 c\u1ea3i ti\u1ebfn quy tr\u00ecnh ph\u1ee5c v\u1ee5.<\/p>\n\n\n\n

Tr\u01b0\u1edfng nh\u00f3m c\u0169ng \u0111\u00f3ng vai tr\u00f2 trung gian gi\u1ea3i quy\u1ebft m\u00e2u thu\u1eabn n\u1ed9i b\u1ed9, \u0111\u1ed9ng vi\u00ean tinh th\u1ea7n nh\u00f3m trong c\u00e1c giai \u0111o\u1ea1n \u00e1p l\u1ef1c cao nh\u01b0 m\u00f9a khuy\u1ebfn m\u00e3i, s\u1ef1 c\u1ed1 h\u1ec7 th\u1ed1ng ho\u1eb7c kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng.<\/p>\n\n\n\n

\n

L\u01b0u \u00fd:<\/strong><\/p>\n

\u2013 Tr\u01b0\u1edfng nh\u00f3m CSKH kh\u00f4ng ch\u1ec9 qu\u1ea3n l\u00fd con ng\u01b0\u1eddi m\u00e0 c\u00f2n ph\u1ea3i hi\u1ec3u s\u00e2u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. N\u1ebfu kh\u00f4ng n\u1eafm r\u00f5 nghi\u1ec7p v\u1ee5, r\u1ea5t kh\u00f3 h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean x\u1eed l\u00fd tr\u01b0\u1eddng h\u1ee3p ph\u1ee9c t\u1ea1p.<\/p>\n

\u2013 T\u1ea1i c\u00e1c c\u00f4ng ty c\u00f4ng ngh\u1ec7, tr\u01b0\u1edfng nh\u00f3m CSKH c\u00f2n c\u1ea7n bi\u1ebft s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 nh\u01b0 Zendesk, Freshdesk, Salesforce Service Cloud ho\u1eb7c Intercom.<\/p>\n<\/div>\n\n\n\n

3. K\u1ef9 n\u0103ng v\u00e0 y\u00eau c\u1ea7u<\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

K\u1ef9 n\u0103ng l\u00e3nh \u0111\u1ea1o nh\u00f3m l\u00e0 y\u00eau c\u1ea7u c\u1ed1t l\u00f5i. Tr\u01b0\u1edfng nh\u00f3m c\u1ea7n bi\u1ebft c\u00e1ch giao vi\u1ec7c ph\u00f9 h\u1ee3p n\u0103ng l\u1ef1c t\u1eebng ng\u01b0\u1eddi, ph\u1ea3n h\u1ed3i mang t\u00ednh x\u00e2y d\u1ef1ng v\u00e0 t\u1ea1o \u0111\u1ed9ng l\u1ef1c m\u00e0 kh\u00f4ng g\u00e2y \u00e1p l\u1ef1c qu\u00e1 m\u1ee9c. Kh\u1ea3 n\u0103ng coaching \u2014 h\u01b0\u1edbng d\u1eabn nh\u00e2n vi\u00ean t\u1ef1 t\u00ecm c\u00e1ch gi\u1ea3i quy\u1ebft thay v\u00ec l\u00e0m thay \u2014 l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t gi\u1eefa m\u1ed9t tr\u01b0\u1edfng nh\u00f3m hi\u1ec7u qu\u1ea3 v\u00e0 ng\u01b0\u1eddi ch\u1ec9 \u0111\u01a1n gi\u1ea3n gi\u1eef ch\u1ee9c danh.<\/p>\n\n\n\n

B\u00ean c\u1ea1nh \u0111\u00f3, t\u01b0 duy ph\u00e2n t\u00edch d\u1eef li\u1ec7u gi\u00fap tr\u01b0\u1edfng nh\u00f3m \u0111\u1ecdc hi\u1ec3u b\u00e1o c\u00e1o KPI, nh\u1eadn di\u1ec7n xu h\u01b0\u1edbng khi\u1ebfu n\u1ea1i v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u1ea3i ti\u1ebfn quy tr\u00ecnh. K\u1ef9 n\u0103ng giao ti\u1ebfp \u0111a chi\u1ec1u \u2014 v\u1edbi nh\u00e2n vi\u00ean, qu\u1ea3n l\u00fd c\u1ea5p tr\u00ean v\u00e0 c\u00e1c ph\u00f2ng ban li\u00ean quan \u2014 c\u0169ng \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t.<\/p>\n\n\n\n

\n\n\n\n\n\n\n\n\n
Y\u00eau c\u1ea7u<\/th>\nChi ti\u1ebft<\/th>\n<\/tr>\n
Kinh nghi\u1ec7m<\/td>\nT\u1ed1i thi\u1ec3u 2\u20133 n\u0103m trong l\u0129nh v\u1ef1c CSKH, t\u1eebng x\u1eed l\u00fd tr\u01b0\u1eddng h\u1ee3p ph\u1ee9c t\u1ea1p<\/td>\n<\/tr>\n
B\u1eb1ng c\u1ea5p<\/td>\nCao \u0111\u1eb3ng\/\u0110\u1ea1i h\u1ecdc, \u01b0u ti\u00ean ng\u00e0nh Qu\u1ea3n tr\u1ecb kinh doanh, Marketing, Truy\u1ec1n th\u00f4ng<\/td>\n<\/tr>\n
K\u1ef9 n\u0103ng m\u1ec1m<\/td>\nL\u00e3nh \u0111\u1ea1o, coaching, gi\u1ea3i quy\u1ebft xung \u0111\u1ed9t, qu\u1ea3n l\u00fd th\u1eddi gian<\/td>\n<\/tr>\n
C\u00f4ng c\u1ee5<\/td>\nCRM (Salesforce, HubSpot), helpdesk (Zendesk, Freshdesk), Excel\/Google Sheets<\/td>\n<\/tr>\n
Ngo\u1ea1i ng\u1eef<\/td>\nTi\u1ebfng Anh giao ti\u1ebfp t\u1ed1t n\u1ebfu c\u00f4ng ty c\u00f3 kh\u00e1ch h\u00e0ng qu\u1ed1c t\u1ebf<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n\n\n\n
\n

\u201cTr\u01b0\u1edfng nh\u00f3m CSKH gi\u1ecfi kh\u00f4ng ph\u1ea3i l\u00e0 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi nhanh nh\u1ea5t, m\u00e0 l\u00e0 ng\u01b0\u1eddi gi\u00fap c\u1ea3 \u0111\u1ed9i tr\u1ea3 l\u1eddi \u0111\u00fang v\u00e0 nh\u1ea5t qu\u00e1n.\u201d \u2014 Chia s\u1ebb t\u1eeb m\u1ed9t Customer Service Manager t\u1ea1i c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed.<\/p>\n<\/blockquote>\n\n\n\n

4. M\u1ee9c l\u01b0\u01a1ng theo kinh nghi\u1ec7m v\u00e0 ng\u00e0nh<\/h2>\n\n\n\n

Thu nh\u1eadp c\u1ee7a tr\u01b0\u1edfng nh\u00f3m CSKH ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh ngh\u1ec1, quy m\u00f4 c\u00f4ng ty v\u00e0 khu v\u1ef1c l\u00e0m vi\u1ec7c. Theo kh\u1ea3o s\u00e1t th\u1ecb tr\u01b0\u1eddng tuy\u1ec3n d\u1ee5ng, m\u1ee9c l\u01b0\u01a1ng ph\u1ed5 bi\u1ebfn:<\/p>\n\n\n\n

\n\n\n\n\n\n\n\n
Ng\u00e0nh<\/th>\nM\u1ee9c l\u01b0\u01a1ng\/th\u00e1ng<\/th>\n<\/tr>\n
Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \/ C\u00f4ng ngh\u1ec7<\/td>\n14\u201322 tri\u1ec7u \u0111\u1ed3ng<\/td>\n<\/tr>\n
Ng\u00e2n h\u00e0ng \/ B\u1ea3o hi\u1ec3m<\/td>\n15\u201320 tri\u1ec7u \u0111\u1ed3ng + th\u01b0\u1edfng KPI<\/td>\n<\/tr>\n
Vi\u1ec5n th\u00f4ng \/ Logistics<\/td>\n12\u201318 tri\u1ec7u \u0111\u1ed3ng<\/td>\n<\/tr>\n
B\u00e1n l\u1ebb \/ F&B<\/td>\n10\u201315 tri\u1ec7u \u0111\u1ed3ng<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n\n\n\n

C\u00e1c c\u00f4ng ty l\u1edbn th\u01b0\u1eddng c\u00f3 th\u00eam th\u01b0\u1edfng theo qu\u00fd d\u1ef1a tr\u00ean CSAT v\u00e0 NPS c\u1ee7a nh\u00f3m, ph\u1ee5 c\u1ea5p \u0111i\u1ec7n tho\u1ea1i, h\u1ed7 tr\u1ee3 \u0111\u00e0o t\u1ea1o v\u00e0 c\u01a1 h\u1ed9i th\u0103ng ti\u1ebfn nhanh h\u01a1n so v\u1edbi doanh nghi\u1ec7p nh\u1ecf. L\u01b0\u01a1ng t\u1ea1i TP. H\u1ed3 Ch\u00ed Minh v\u00e0 H\u00e0 N\u1ed9i th\u01b0\u1eddng nh\u1ec9nh h\u01a1n 15\u201320% so v\u1edbi c\u00e1c t\u1ec9nh th\u00e0nh kh\u00e1c.<\/p>\n\n\n\n

5. L\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn<\/h2>\n\n\n\n

\u0110a s\u1ed1 tr\u01b0\u1edfng nh\u00f3m CSKH xu\u1ea5t ph\u00e1t t\u1eeb nh\u00e2n vi\u00ean CSKH c\u00f3 th\u00e0nh t\u00edch t\u1ed1t, \u0111\u01b0\u1ee3c \u0111\u1ec1 b\u1ea1t sau 2\u20133 n\u0103m. T\u1eeb v\u1ecb tr\u00ed tr\u01b0\u1edfng nh\u00f3m, b\u01b0\u1edbc k\u1ebf ti\u1ebfp l\u00e0 Customer Service Manager ho\u1eb7c Customer Experience Manager \u2014 ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 to\u00e0n b\u1ed9 c\u00f4ng ty.<\/p>\n\n\n\n

V\u1edbi n\u1ec1n t\u1ea3ng am hi\u1ec3u kh\u00e1ch h\u00e0ng, nhi\u1ec1u tr\u01b0\u1edfng nh\u00f3m CSKH sau 5\u20137 n\u0103m chuy\u1ec3n sang c\u00e1c vai tr\u00f2 li\u00ean quan nh\u01b0 Operations Manager, Account Manager ho\u1eb7c th\u1eadm ch\u00ed Head of Customer Success t\u1ea1i c\u00e1c c\u00f4ng ty SaaS. H\u01b0\u1edbng \u0111i ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh v\u00e0 m\u1ee5c ti\u00eau c\u00e1 nh\u00e2n.<\/p>\n\n\n\n

N\u1ebfu b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 tham kh\u1ea3o c\u00e1c v\u1ecb tr\u00ed vi\u1ec7c l\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/em><\/strong> \u0111ang tuy\u1ec3n d\u1ee5ng.<\/p>\n\n\n\n

\n

L\u1eddi khuy\u00ean th\u1ef1c t\u1ebf:<\/strong><\/p>\n

\u2013 Ch\u1ee7 \u0111\u1ed9ng xin \u0111\u1ea3m nh\u1eadn vai tr\u00f2 buddy\/mentor cho nh\u00e2n vi\u00ean m\u1edbi ngay khi c\u00f2n l\u00e0 nh\u00e2n vi\u00ean \u2014 \u0111\u00e2y l\u00e0 c\u00e1ch ch\u1ee9ng minh n\u0103ng l\u1ef1c l\u00e3nh \u0111\u1ea1o tr\u01b0\u1edbc khi \u0111\u01b0\u1ee3c \u0111\u1ec1 b\u1ea1t ch\u00ednh th\u1ee9c.<\/p>\n

\u2013 H\u1ecdc c\u00e1ch \u0111\u1ecdc v\u00e0 ph\u00e2n t\u00edch dashboard KPI d\u1ecbch v\u1ee5, v\u00ec \u0111\u00e2y s\u1ebd l\u00e0 ng\u00f4n ng\u1eef b\u1ea1n d\u00f9ng h\u1eb1ng ng\u00e0y khi b\u00e1o c\u00e1o v\u1edbi qu\u1ea3n l\u00fd.<\/p>\n

\u2013 Tham gia c\u00e1c kh\u00f3a h\u1ecdc ng\u1eafn v\u1ec1 qu\u1ea3n l\u00fd \u0111\u1ed9i nh\u00f3m, coaching skills \u2014 nhi\u1ec1u n\u1ec1n t\u1ea3ng nh\u01b0 Coursera, LinkedIn Learning c\u00f3 kh\u00f3a chuy\u00ean bi\u1ec7t cho customer service leader.<\/p>\n<\/div>\n\n\n\n

6. Th\u1ecb tr\u01b0\u1eddng ngh\u1ec1 Tr\u01b0\u1edfng nh\u00f3m Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u00ean CareerLink (2026)<\/h2>\n\n\n\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u1ee9c tranh t\u1ed5ng quan th\u1ecb tr\u01b0\u1eddng tuy\u1ec3n d\u1ee5ng v\u1ecb tr\u00ed tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean d\u1eef li\u1ec7u c\u1eadp nh\u1eadt t\u1eeb CareerLink n\u0103m 2026. S\u1ed1 li\u1ec7u ph\u1ea3n \u00e1nh tin \u0111\u0103ng th\u1ef1c t\u1ebf v\u00e0 l\u00e0 tham chi\u1ebfu h\u1eefu \u00edch cho \u1ee9ng vi\u00ean \u0111\u1ecbnh h\u01b0\u1edbng ngh\u1ec1 nghi\u1ec7p.<\/p>\n\n\n\n\n\n\n
Ch\u1ec9 s\u1ed1<\/th>D\u1eef li\u1ec7u CareerLink 2026<\/th><\/tr>\n<\/thead>\n
T\u1ed5ng s\u1ed1 tin tuy\u1ec3n d\u1ee5ng \u0111ang m\u1edf<\/strong><\/td>306 tin tuy\u1ec3n d\u1ee5ng \u0111ang m\u1edf tr\u00ean CareerLink 2026<\/td><\/tr>\n
M\u1ee9c l\u01b0\u01a1ng tham chi\u1ebfu theo c\u1ea5p b\u1eadc<\/strong><\/td>\u2013 Nh\u00e2n vi\u00ean CSKH 8\u201312 tri\u1ec7u
\u2013 Senior\/Team Leader 14\u201320 tri\u1ec7u
\u2013 Tr\u01b0\u1edfng ph\u00f2ng CSKH 25\u201345 tri\u1ec7u\/th\u00e1ng<\/td><\/tr>\n
Top v\u1ecb tr\u00ed c\u1ee5 th\u1ec3 \u0111\u01b0\u1ee3c tuy\u1ec3n nhi\u1ec1u<\/strong><\/td>\u2013 H\u1ed3 Ch\u00ed Minh
\u2013 H\u00e0 N\u1ed9i
\u2013 Th\u00e0nh Ph\u1ed1 Hu\u1ebf
\u2013 H\u01b0ng Y\u00ean
\u2013 \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Khu v\u1ef1c tuy\u1ec3n d\u1ee5ng t\u1eadp trung<\/strong><\/td>\u2013 H\u1ed3 Ch\u00ed Minh
\u2013 H\u00e0 N\u1ed9i
\u2013 Th\u00e0nh Ph\u1ed1 Hu\u1ebf
\u2013 H\u01b0ng Y\u00ean
\u2013 \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Doanh nghi\u1ec7p \u0111\u0103ng tuy\u1ec3n ti\u00eau bi\u1ec3u<\/strong><\/td>\u2013 C\u00f4ng Ty TNHH Vietnam Concentrix Services
\u2013 C\u00f4ng Ty C\u1ed5 Ph\u1ea7n Cashion
\u2013 H\u1ec7 Th\u1ed1ng Anh Ng\u1eef Qu\u1ed1c T\u1ebf Ocean Edu
\u2013 VIETNAM CONCENTRIX SERVICES COMPANY LIMITED
\u2013 PILGRIMAGE VILLAGE HU\u1ebe BOUTIQUE RESORT & SPA<\/td><\/tr>\n
K\u1ef9 n\u0103ng v\u00e0 ch\u1ee9ng ch\u1ec9 \u0111\u01b0\u1ee3c \u01b0u ti\u00ean<\/strong><\/td>\u2013 Ti\u1ebfng Anh giao ti\u1ebfp
\u2013 CRM (Zendesk, Salesforce, HubSpot)
\u2013 K\u1ef9 n\u0103ng x\u1eed l\u00fd khi\u1ebfu n\u1ea1i
\u2013 CSAT\/NPS score \u0111o l\u01b0\u1eddng
\u2013 \u0110a k\u00eanh chat\/voice\/email<\/td><\/tr>\n
Xu h\u01b0\u1edbng tuy\u1ec3n d\u1ee5ng 2026<\/strong><\/td>Customer Success Manager (cho SaaS, fintech) \u0111ang l\u00e0 vai tr\u00f2 m\u1edbi ph\u00e1t tri\u1ec3n nhanh \u2014 l\u01b0\u01a1ng cao h\u01a1n CSKH truy\u1ec1n th\u1ed1ng 30\u201340%.<\/td><\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
\n

G\u1ee3i \u00fd t\u1eeb d\u1eef li\u1ec7u CareerLink 2026<\/strong><\/p>\n

\u2013 \u1ee8ng vi\u00ean n\u00ean \u0111\u1ed1i chi\u1ebfu k\u1ef9 n\u0103ng v\u00e0 ch\u1ee9ng ch\u1ec9 c\u00e1 nh\u00e2n v\u1edbi y\u00eau c\u1ea7u th\u1ef1c t\u1ebf trong tin \u0111\u0103ng m\u1edbi nh\u1ea5t t\u1ea1i chuy\u00ean m\u1ee5c t\u01b0\u01a1ng \u1ee9ng.<\/p>\n

\u2013 M\u1ee9c l\u01b0\u01a1ng tr\u00ean l\u00e0 d\u1ea3i tham chi\u1ebfu \u2014 thu nh\u1eadp th\u1ef1c t\u1ebf ph\u1ee5 thu\u1ed9c quy m\u00f4 doanh nghi\u1ec7p, v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd v\u00e0 kinh nghi\u1ec7m c\u1ee5 th\u1ec3.<\/p>\n

\u2013 \u0110\u1ea7u t\u01b0 ch\u1ee9ng ch\u1ec9 chuy\u00ean ng\u00e0nh v\u00e0 ngo\u1ea1i ng\u1eef l\u00e0 c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 v\u01b0\u1ee3t l\u00ean trung v\u1ecb l\u01b0\u01a1ng.<\/p>\n<\/div>\n\n\n

7. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/h2>\n

1. Tr\u01b0\u1edfng nh\u00f3m CSKH c\u00f3 c\u1ea7n kinh nghi\u1ec7m qu\u1ea3n l\u00fd tr\u01b0\u1edbc \u0111\u00f3 kh\u00f4ng?<\/em><\/strong><\/p>\n

Kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i c\u00f3 ch\u1ee9c danh qu\u1ea3n l\u00fd ch\u00ednh th\u1ee9c. Tuy nhi\u00ean, nh\u00e0 tuy\u1ec3n d\u1ee5ng th\u01b0\u1eddng t\u00ecm \u1ee9ng vi\u00ean \u0111\u00e3 t\u1eebng h\u01b0\u1edbng d\u1eabn nh\u00e2n vi\u00ean m\u1edbi, ph\u1ee5 tr\u00e1ch d\u1ef1 \u00e1n nh\u1ecf ho\u1eb7c th\u1ec3 hi\u1ec7n kh\u1ea3 n\u0103ng l\u00e3nh \u0111\u1ea1o trong nh\u00f3m, t\u00f9y thu\u1ed9c v\u00e0o quy m\u00f4 v\u00e0 y\u00eau c\u1ea7u c\u1ee7a t\u1eebng c\u00f4ng ty.<\/p>\n

2. V\u1ecb tr\u00ed n\u00e0y kh\u00e1c g\u00ec Customer Service Manager?<\/em><\/strong><\/p>\n

Tr\u01b0\u1edfng nh\u00f3m CSKH qu\u1ea3n l\u00fd tr\u1ef1c ti\u1ebfp nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u, t\u1eadp trung v\u00e0o v\u1eadn h\u00e0nh h\u1eb1ng ng\u00e0y. Customer Service Manager (Tr\u01b0\u1edfng ph\u00f2ng CSKH) qu\u1ea3n l\u00fd nhi\u1ec1u nh\u00f3m, ch\u1ecbu tr\u00e1ch nhi\u1ec7m chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5, ng\u00e2n s\u00e1ch v\u00e0 ph\u1ed1i h\u1ee3p c\u1ea5p c\u00f4ng ty.<\/p>\n

3. Ng\u00e0nh n\u00e0o tr\u1ea3 l\u01b0\u01a1ng tr\u01b0\u1edfng nh\u00f3m CSKH cao nh\u1ea5t?<\/em><\/strong><\/p>\n

Nh\u00ecn chung, ng\u00e0nh c\u00f4ng ngh\u1ec7, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 ng\u00e2n h\u00e0ng th\u01b0\u1eddng c\u00f3 m\u1ee9c l\u01b0\u01a1ng c\u1ea1nh tranh h\u01a1n. Tuy nhi\u00ean, thu nh\u1eadp c\u1ee5 th\u1ec3 c\u00f2n ph\u1ee5 thu\u1ed9c v\u00e0o quy m\u00f4 c\u00f4ng ty, v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd v\u00e0 n\u0103ng l\u1ef1c c\u00e1 nh\u00e2n.<\/p>\n

Tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 v\u1ecb tr\u00ed qu\u1ea3n l\u00fd c\u1ea5p trung quan tr\u1ecdng, \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa kinh nghi\u1ec7m nghi\u1ec7p v\u1ee5 CSKH v\u00e0 n\u0103ng l\u1ef1c l\u00e3nh \u0111\u1ea1o \u0111\u1ed9i nh\u00f3m. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc \u0111\u1ec7m v\u1eefng ch\u1eafc cho nh\u1eefng ai mu\u1ed1n ph\u00e1t tri\u1ec3n s\u1ef1 nghi\u1ec7p trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 qu\u1ea3n l\u00fd v\u1eadn h\u00e0nh. M\u1ee9c thu nh\u1eadp v\u00e0 t\u1ed1c \u0111\u1ed9 th\u0103ng ti\u1ebfn ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh, quy m\u00f4 c\u00f4ng ty v\u00e0 kh\u1ea3 n\u0103ng mang l\u1ea1i k\u1ebft qu\u1ea3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c cho \u0111\u1ed9i ng\u0169.<\/p>\n

Minh An<\/strong><\/p>\n

N\u1ed9i dung trong b\u00e0i mang t\u00ednh tham kh\u1ea3o v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng t\u1ed5ng quan; c\u01a1 h\u1ed9i ngh\u1ec1 nghi\u1ec7p v\u00e0 thu nh\u1eadp th\u1ef1c t\u1ebf c\u00f3 th\u1ec3 kh\u00e1c nhau t\u00f9y thu\u1ed9c v\u00e0o n\u0103ng l\u1ef1c, kinh nghi\u1ec7m, v\u1ecb tr\u00ed, doanh nghi\u1ec7p v\u00e0 th\u1eddi \u0111i\u1ec3m th\u1ecb tr\u01b0\u1eddng.<\/em><\/p>\n

<\/p>","protected":false},"excerpt":{"rendered":"

Khi \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u00e1t tri\u1ec3n t\u1eeb v\u00e0i ng\u01b0\u1eddi l\u00ean h\u00e0ng ch\u1ee5c nh\u00e2n s\u1ef1, doanh nghi\u1ec7p c\u1ea7n m\u1ed9t ng\u01b0\u1eddi v\u1eeba n\u1eafm nghi\u1ec7p …<\/p>\n","protected":false},"author":58,"featured_media":16137,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[98],"class_list":["post-16079","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tu-van-nghe-nghiep","tag-kien-thuc-nganh"],"_links":{"self":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/16079","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/comments?post=16079"}],"version-history":[{"count":17,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/16079\/revisions"}],"predecessor-version":[{"id":23407,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/16079\/revisions\/23407"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media\/16137"}],"wp:attachment":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media?parent=16079"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/categories?post=16079"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/tags?post=16079"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}