{"id":17550,"date":"2026-04-14T15:20:09","date_gmt":"2026-04-14T08:20:09","guid":{"rendered":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/?p=17550"},"modified":"2026-05-28T12:07:23","modified_gmt":"2026-05-28T05:07:23","slug":"truong-phong-cham-soc-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/tu-van-nghe-nghiep\/truong-phong-cham-soc-khach-hang-la-gi","title":{"rendered":"Tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec, c\u00f4ng vi\u1ec7c v\u00e0 k\u1ef9 n\u0103ng c\u1ea7n c\u00f3"},"content":{"rendered":"\n

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Khi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh l\u1ee3i th\u1ebf c\u1ea1nh tranh quan tr\u1ecdng kh\u00f4ng k\u00e9m ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, vai tr\u00f2 tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c c\u00e1c ng\u00e2n h\u00e0ng, c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, chu\u1ed7i b\u00e1n l\u1ebb v\u00e0 doanh nghi\u1ec7p d\u1ecbch v\u1ee5 coi tr\u1ecdng. \u0110\u00e2y l\u00e0 v\u1ecb tr\u00ed qu\u1ea3n l\u00fd c\u1ea5p trung, \u0111\u1ee9ng gi\u1eefa \u0111\u1ed9i ng\u0169 th\u1ef1c thi v\u00e0 Ban gi\u00e1m \u0111\u1ed1c, ch\u1ecbu tr\u00e1ch nhi\u1ec7m gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, n\u00e2ng cao ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng v\u00e0 bi\u1ebfn feedback ti\u00eau c\u1ef1c th\u00e0nh c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn. B\u00e0i vi\u1ebft s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 c\u00f4ng vi\u1ec7c, k\u1ef9 n\u0103ng v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn \u0111\u1ec3 chu\u1ea9n b\u1ecb cho m\u1ee5c ti\u00eau ngh\u1ec1 nghi\u1ec7p n\u00e0y.<\/p>\n\n

\"Tr\u01b0\u1edfng<\/figure>\n\n\n\n
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T\u1ed5ng quan nhanh v\u1ec1 tr\u01b0\u1edfng ph\u00f2ng CSKH<\/strong><\/p>\n

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\u2013 T\u00ean ti\u1ebfng Anh: Customer Service Manager ho\u1eb7c Customer Care Manager, c\u00f3 n\u01a1i g\u1ecdi Head of Customer Experience.<\/p>\n

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\u2013 Nhi\u1ec7m v\u1ee5 c\u1ed1t l\u00f5i: qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169 CSKH, x\u00e2y d\u1ef1ng quy tr\u00ecnh, gi\u00e1m s\u00e1t ch\u1ec9 s\u1ed1 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 ph\u1ed1i h\u1ee3p c\u00e1c ph\u00f2ng ban c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

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\u2013 Quy m\u00f4 \u0111\u1ed9i ng\u0169 ph\u1ee5 tr\u00e1ch: th\u01b0\u1eddng 10\u201360 nh\u00e2n vi\u00ean, nhi\u1ec1u n\u01a1i qu\u1ea3n l\u00fd c\u1ea3 t\u1ed5ng \u0111\u00e0i ngo\u00e0i gi\u1edd v\u00e0 chat online.<\/p>\n

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\u2013 B\u1eb1ng c\u1ea5p ph\u1ed5 bi\u1ebfn: Qu\u1ea3n tr\u1ecb kinh doanh, Marketing, Ngo\u1ea1i ng\u1eef, T\u00e2m l\u00fd h\u1ecdc ho\u1eb7c b\u1ea5t k\u1ef3 ng\u00e0nh n\u00e0o c\u00f3 n\u1ec1n t\u1ea3ng giao ti\u1ebfp t\u1ed1t.<\/p>\n

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1. Tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 ai?<\/h2>\n\n\n\n

Tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (Customer Service Manager) l\u00e0 ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1eadn h\u00e0nh b\u1ed9 m\u00e1y ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p, t\u1eeb t\u1ed5ng \u0111\u00e0i inbound, chat online, t\u01b0\u01a1ng t\u00e1c m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ebfn c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft (loyalty). H\u1ecd \u0111\u1ee9ng gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 ban l\u00e3nh \u0111\u1ea1o \u2013 v\u1eeba b\u1ea3o \u0111\u1ea3m kh\u00e1ch \u0111\u01b0\u1ee3c l\u1eafng nghe, v\u1eeba b\u1ea3o \u0111\u1ea3m doanh nghi\u1ec7p ph\u1ea3n \u1ee9ng \u0111\u00fang quy tr\u00ecnh v\u00e0 chi ph\u00ed h\u1ee3p l\u00fd.<\/p>\n\n\n\n

Ph\u1ea1m vi c\u00f4ng vi\u1ec7c c\u1ee7a tr\u01b0\u1edfng ph\u00f2ng CSKH r\u1ed9ng h\u01a1n nhi\u1ec1u so v\u1edbi h\u00ecnh dung c\u1ee7a ng\u01b0\u1eddi ngo\u00e0i ng\u00e0nh. Ngo\u00e0i vi\u1ec7c gi\u00e1m s\u00e1t ho\u1ea1t \u0111\u1ed9ng h\u00e0ng ng\u00e0y, h\u1ecd c\u00f2n tham gia thi\u1ebft k\u1ebf h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, ph\u1ed1i h\u1ee3p v\u1edbi ph\u00f2ng S\u1ea3n ph\u1ea9m khi c\u00f3 bug l\u1edbn, l\u00e0m vi\u1ec7c v\u1edbi ph\u00f2ng K\u1ef9 thu\u1eadt \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e2u tr\u1ea3 l\u1eddi qua chatbot, v\u00e0 b\u00e1o c\u00e1o v\u1edbi Ban gi\u00e1m \u0111\u1ed1c v\u1ec1 xu h\u01b0\u1edbng ph\u00e0n n\u00e0n, ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng NPS, CSAT. \u1ede doanh nghi\u1ec7p c\u00f3 m\u00f4 h\u00ecnh multi-channel, tr\u01b0\u1edfng ph\u00f2ng CSKH c\u00f2n ph\u1ee5 tr\u00e1ch h\u1ea1 t\u1ea7ng t\u1ed5ng \u0111\u00e0i VoIP, h\u1ec7 th\u1ed1ng CRM, ph\u1ea7n m\u1ec1m ticketing.<\/p>\n\n\n\n

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“Tr\u01b0\u1edfng ph\u00f2ng CSKH gi\u1ecfi l\u00e0 ng\u01b0\u1eddi bi\u1ebft l\u00fac n\u00e0o c\u1ea7n \u00f4m kh\u00e1ch h\u00e0ng, l\u00fac n\u00e0o c\u1ea7n \u00f4m l\u1ea5y nh\u00e2n vi\u00ean \u0111ang ki\u1ec7t s\u1ee9c \u2013 c\u00e2n b\u1eb1ng gi\u1eefa hai b\u00ean m\u1edbi gi\u1eef \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 b\u1ec1n v\u1eefng.” \u2013 Quan \u0111i\u1ec3m ph\u1ed5 bi\u1ebfn t\u1eeb c\u1ed9ng \u0111\u1ed3ng CX Vietnam.<\/p>\n<\/blockquote>\n\n\n\n

2. M\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c tr\u01b0\u1edfng ph\u00f2ng CSKH<\/h2>\n\n\n\n

C\u00f4ng vi\u1ec7c c\u1ee7a tr\u01b0\u1edfng ph\u00f2ng CSKH c\u00f3 th\u1ec3 chia th\u00e0nh b\u1ed1n nh\u00f3m: \u0111i\u1ec1u h\u00e0nh \u0111\u1ed9i ng\u0169, qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng, c\u1ea3i ti\u1ebfn quy tr\u00ecnh v\u00e0 b\u00e1o c\u00e1o chi\u1ebfn l\u01b0\u1ee3c. T\u00f9y quy m\u00f4 doanh nghi\u1ec7p, th\u1eddi gian d\u00e0nh cho t\u1eebng nh\u00f3m s\u1ebd kh\u00e1c nhau, nh\u01b0ng ph\u1ea7n l\u1edbn tr\u01b0\u1edfng ph\u00f2ng \u0111\u1ec1u ph\u1ea3i d\u00e0nh \u00edt nh\u1ea5t 30% th\u1eddi gian cho coaching v\u00e0 review ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi\/chat c\u1ee7a nh\u00e2n vi\u00ean.<\/p>\n\n\n\n
Nh\u00f3m nhi\u1ec7m v\u1ee5<\/th>C\u00f4ng vi\u1ec7c c\u1ee5 th\u1ec3<\/th>KPI ti\u00eau bi\u1ec3u<\/th><\/tr><\/thead>
\u0110i\u1ec1u h\u00e0nh \u0111\u1ed9i ng\u0169<\/td>Ph\u00e2n ca, tuy\u1ec3n d\u1ee5ng, \u0111\u00e0o t\u1ea1o, \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t nh\u00e2n vi\u00ean<\/td>Occupancy, attrition, eNPS<\/td><\/tr>
Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng<\/td>Thi\u1ebft l\u1eadp b\u1ed9 ti\u00eau ch\u00ed ch\u1ea5t l\u01b0\u1ee3ng, nghe l\u1ea1i cu\u1ed9c g\u1ecdi m\u1eabu, ph\u1ea3n h\u1ed3i coaching<\/td>QA score, First Contact Resolution<\/td><\/tr>
C\u1ea3i ti\u1ebfn quy tr\u00ecnh<\/td>R\u00e0 so\u00e1t SOP, tri\u1ec3n khai chatbot, t\u1ed1i \u01b0u h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/td>AHT, Cost per contact<\/td><\/tr>
B\u00e1o c\u00e1o chi\u1ebfn l\u01b0\u1ee3c<\/td>Ph\u00e2n t\u00edch voice of customer, b\u00e1o c\u00e1o NPS\/CSAT, t\u01b0 v\u1ea5n c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m<\/td>NPS, CSAT, retention rate<\/td><\/tr><\/tbody><\/table>\n\n\n\n

Ngo\u00e0i c\u00e1c nh\u00f3m ch\u00ednh tr\u00ean, tr\u01b0\u1edfng ph\u00f2ng CSKH c\u00f2n ph\u1ea3i x\u1eed l\u00fd c\u00e1c t\u00ecnh hu\u1ed1ng kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng khi kh\u00e1ch h\u00e0ng lan truy\u1ec1n tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Vi\u1ec7c ph\u1ed1i h\u1ee3p v\u1edbi \u0111\u1ed9i PR, ph\u00e1p ch\u1ebf v\u00e0 Ban gi\u00e1m \u0111\u1ed1c \u0111\u1ec3 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi l\u00e0 k\u1ef9 n\u0103ng kh\u00f4ng th\u1ec3 thi\u1ebfu.<\/p>\n\n\n\n

M\u1ed9t tu\u1ea7n l\u00e0m vi\u1ec7c \u0111i\u1ec3n h\u00ecnh<\/h3>\n\n\n\n

\u2013 Th\u1ee9 Hai: h\u1ecdp \u0111i\u1ec3m tu\u1ea7n v\u1edbi c\u00e1c t\u1ed5 tr\u01b0\u1edfng, r\u00e0 so\u00e1t t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng tu\u1ea7n tr\u01b0\u1edbc v\u00e0 c\u00e1c ph\u00e0n n\u00e0n l\u1edbn.<\/p>\n\n\n\n

\u2013 Th\u1ee9 Ba \u2013 Th\u1ee9 N\u0103m: nghe l\u1ea1i 10\u201315 cu\u1ed9c g\u1ecdi m\u1eabu, coaching c\u00e1 nh\u00e2n cho 3\u20135 nh\u00e2n vi\u00ean c\u00f3 ch\u1ec9 s\u1ed1 ch\u01b0a \u0111\u1ea1t.<\/p>\n\n\n\n

\u2013 Th\u1ee9 S\u00e1u: t\u1ed5ng h\u1ee3p b\u00e1o c\u00e1o cho Ban gi\u00e1m \u0111\u1ed1c, \u0111\u1ec1 xu\u1ea5t c\u00e1c c\u1ea3i ti\u1ebfn quy tr\u00ecnh ho\u1eb7c thay \u0111\u1ed5i ch\u00ednh s\u00e1ch \u0111\u1ed5i tr\u1ea3.<\/p>\n\n\n\n

\u2013 Xuy\u00ean tu\u1ea7n: tr\u1ef1c ti\u1ebfp x\u1eed l\u00fd c\u00e1c khi\u1ebfu n\u1ea1i c\u1ea5p leo thang (escalation) \u0111\u00f2i h\u1ecfi ra quy\u1ebft \u0111\u1ecbnh ho\u00e0n ti\u1ec1n l\u1edbn ho\u1eb7c th\u01b0\u01a1ng l\u01b0\u1ee3ng gi\u1eef kh\u00e1ch VIP.<\/p>\n\n\n\n

Tr\u01b0\u1edfng ph\u00f2ng CSKH trong c\u00e1c ng\u00e0nh c\u00f3 t\u00ednh m\u00f9a v\u1ee5 (th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, giao \u0111\u1ed3 \u0103n) c\u00f2n ph\u1ea3i chu\u1ea9n b\u1ecb ngu\u1ed3n l\u1ef1c cho c\u00e1c chi\u1ebfn d\u1ecbch l\u1edbn nh\u01b0 11.11, Black Friday, T\u1ebft Nguy\u00ean \u0111\u00e1n \u2013 th\u1eddi \u0111i\u1ec3m l\u01b0u l\u01b0\u1ee3ng y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 t\u0103ng 2\u20133 l\u1ea7n.<\/p>\n\n\n\n

3. K\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c c\u1ea7n c\u00f3<\/h2>\n\n\n\n

B\u1ed9 k\u1ef9 n\u0103ng c\u1ee7a m\u1ed9t tr\u01b0\u1edfng ph\u00f2ng CSKH hi\u1ec7n \u0111\u1ea1i c\u1ea7n k\u1ebft h\u1ee3p gi\u1eefa ngh\u1ec7 thu\u1eadt l\u00e3nh \u0111\u1ea1o con ng\u01b0\u1eddi v\u00e0 n\u0103ng l\u1ef1c l\u00e0m vi\u1ec7c v\u1edbi d\u1eef li\u1ec7u. C\u00e1c doanh nghi\u1ec7p tuy\u1ec3n d\u1ee5ng ng\u00e0y c\u00e0ng \u0111\u00f2i h\u1ecfi \u1ee9ng vi\u00ean hi\u1ec3u c\u00f4ng ngh\u1ec7 CX (CRM, ticketing, chatbot) thay v\u00ec ch\u1ec9 gi\u1ecfi giao ti\u1ebfp v\u00e0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng.<\/p>\n\n\n\n

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L\u01b0u \u00fd quan tr\u1ecdng v\u1ec1 ph\u00e1p l\u00fd d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

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\u2013 Lu\u1eadt B\u1ea3o v\u1ec7 quy\u1ec1n l\u1ee3i ng\u01b0\u1eddi ti\u00eau d\u00f9ng 2023 quy \u0111\u1ecbnh r\u00f5 ngh\u0129a v\u1ee5 c\u1ee7a doanh nghi\u1ec7p khi ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i \u2013 tr\u01b0\u1edfng ph\u00f2ng CSKH ph\u1ea3i x\u00e2y d\u1ef1ng quy tr\u00ecnh tu\u00e2n th\u1ee7 c\u00e1c th\u1eddi h\u1ea1n theo lu\u1eadt.<\/p>\n

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\u2013 Ngh\u1ecb \u0111\u1ecbnh 13\/2023\/N\u0110-CP v\u1ec1 b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u c\u00e1 nh\u00e2n y\u00eau c\u1ea7u nh\u00e2n vi\u00ean CSKH ch\u1ec9 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u00fang m\u1ee5c \u0111\u00edch v\u00e0 ph\u1ea3i c\u00f3 s\u1ef1 \u0111\u1ed3ng \u00fd r\u00f5 r\u00e0ng tr\u01b0\u1edbc khi ghi \u00e2m, l\u01b0u tr\u1eef.<\/p>\n

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\u2013 C\u00e1c ng\u00e0nh \u0111\u1eb7c th\u00f9 nh\u01b0 ng\u00e2n h\u00e0ng, b\u1ea3o hi\u1ec3m c\u00f2n ph\u1ea3i tu\u00e2n th\u1ee7 th\u00eam quy \u0111\u1ecbnh ri\u00eang v\u1ec1 th\u1eddi h\u1ea1n ph\u1ea3n h\u1ed3i khi\u1ebfu n\u1ea1i c\u1ee7a c\u01a1 quan qu\u1ea3n l\u00fd chuy\u00ean ng\u00e0nh.<\/p>\n

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K\u1ef9 n\u0103ng chuy\u00ean m\u00f4n c\u1ea7n c\u00f3:<\/p>\n\n\n\n

\u2013 X\u00e2y d\u1ef1ng SOP v\u00e0 k\u1ecbch b\u1ea3n x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng (call script), quy tr\u00ecnh escalation r\u00f5 r\u00e0ng.<\/p>\n\n\n\n

\u2013 Hi\u1ec3u c\u00e1c ch\u1ec9 s\u1ed1 CX chu\u1ea9n qu\u1ed1c t\u1ebf: NPS, CSAT, CES, First Contact Resolution, AHT, Occupancy.<\/p>\n\n\n\n

\u2013 Bi\u1ebft s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng CRM (Salesforce, Zendesk, Freshdesk) v\u00e0 ph\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i VoIP (Genesys, Avaya).<\/p>\n\n\n\n

\u2013 N\u0103ng l\u1ef1c \u0111\u1ecdc hi\u1ec3u d\u1eef li\u1ec7u: s\u1eed d\u1ee5ng Excel n\u00e2ng cao, Power BI \u0111\u1ec3 ph\u00e2n t\u00edch xu h\u01b0\u1edbng khi\u1ebfu n\u1ea1i.<\/p>\n\n\n\n

\u2013 K\u1ef9 n\u0103ng \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9: thi\u1ebft k\u1ebf ch\u01b0\u01a1ng tr\u00ecnh onboarding, h\u01b0\u1edbng d\u1eabn th\u1ef1c h\u00e0nh coaching 1:1.<\/p>\n\n\n\n

K\u1ef9 n\u0103ng m\u1ec1m \u0111\u00f3ng vai tr\u00f2 kh\u00f4ng nh\u1ecf: l\u1eafng nghe th\u1ea5u c\u1ea3m, ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac khi \u0111\u1ed1i di\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng n\u00f3ng gi\u1eadn, k\u1ef9 n\u0103ng ph\u1ea3n bi\u1ec7n v\u00e0 thuy\u1ebft ph\u1ee5c trong c\u00e1c cu\u1ed9c h\u1ecdp li\u00ean ph\u00f2ng ban. Ti\u1ebfng Anh giao ti\u1ebfp l\u00e0 b\u1eaft bu\u1ed9c v\u1edbi doanh nghi\u1ec7p FDI ho\u1eb7c c\u00f4ng ty c\u00f3 kh\u00e1ch h\u00e0ng qu\u1ed1c t\u1ebf. B\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o nhu c\u1ea7u tuy\u1ec3n d\u1ee5ng t\u1ea1i chuy\u00ean m\u1ee5c vi\u1ec7c l\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a> \u0111\u1ec3 \u0111\u1ed1i chi\u1ebfu y\u00eau c\u1ea7u t\u1eebng doanh nghi\u1ec7p.<\/p>\n\n\n\n

4. Thu nh\u1eadp v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn<\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

Thu nh\u1eadp c\u1ee7a tr\u01b0\u1edfng ph\u00f2ng CSKH t\u1ea1i Vi\u1ec7t Nam ph\u1ee5 thu\u1ed9c v\u00e0o quy m\u00f4 \u0111\u1ed9i ng\u0169, ng\u00e0nh ngh\u1ec1 v\u00e0 c\u1ea5u tr\u00fac s\u1edf h\u1eefu c\u00f4ng ty. T\u1ea1i chu\u1ed7i b\u00e1n l\u1ebb ho\u1eb7c fintech n\u1ed9i \u0111\u1ecba, m\u1ee9c l\u01b0\u01a1ng dao \u0111\u1ed9ng 25\u201345 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng. \u1ede ng\u00e2n h\u00e0ng, c\u00f4ng ty b\u1ea3o hi\u1ec3m l\u1edbn ho\u1eb7c t\u1eadp \u0111o\u00e0n \u0111a qu\u1ed1c gia, t\u1ed5ng thu nh\u1eadp (l\u01b0\u01a1ng c\u1ee9ng + th\u01b0\u1edfng) c\u00f3 th\u1ec3 \u0111\u1ea1t 50\u201390 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng v\u1edbi 7\u201310 n\u0103m kinh nghi\u1ec7m.<\/p>\n\n\n\n

\u2013 N\u0103m 1\u20132: Nh\u00e2n vi\u00ean CSKH, n\u1eafm v\u1eefng k\u1ecbch b\u1ea3n x\u1eed l\u00fd, h\u1ecdc c\u00e1ch l\u1eafng nghe v\u00e0 gi\u1ea3i quy\u1ebft t\u00ecnh hu\u1ed1ng.<\/p>\n\n\n\n

\u2013 N\u0103m 3\u20135: T\u1ed5 tr\u01b0\u1edfng\/Team Leader, qu\u1ea3n l\u00fd 8\u201315 nh\u00e2n vi\u00ean, ch\u1ecbu tr\u00e1ch nhi\u1ec7m KPI c\u1ee7a t\u1ed5.<\/p>\n\n\n\n

\u2013 N\u0103m 6\u20139: Tr\u01b0\u1edfng ph\u00f2ng CSKH, qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5, tham gia chi\u1ebfn l\u01b0\u1ee3c CX.<\/p>\n\n\n\n

\u2013 Tr\u00ean 10 n\u0103m: Gi\u00e1m \u0111\u1ed1c CX\/Head of Customer Experience, \u0111\u1ecbnh h\u00ecnh h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng to\u00e0n c\u00f4ng ty.<\/p>\n\n\n\n

V\u1edbi nh\u1eefng ng\u01b0\u1eddi c\u00f3 mong mu\u1ed1n \u0111i s\u00e2u v\u00e0o h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, con \u0111\u01b0\u1eddng ti\u1ebfp theo l\u00e0 c\u00e1c v\u1ecb tr\u00ed CX Strategist, VoC Manager, Service Design Lead. \u0110\u1ec3 tham kh\u1ea3o vai tr\u00f2 t\u1ed5 tr\u01b0\u1edfng g\u1ea7n g\u0169i nh\u1ea5t trong ngh\u1ec1, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ecdc b\u00e0i vi\u1ebft Tr\u01b0\u1edfng nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec<\/a>.<\/p>\n\n\n\n

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L\u1eddi khuy\u00ean \u0111\u1ec3 ph\u00e1t tri\u1ec3n l\u00ean tr\u01b0\u1edfng ph\u00f2ng CSKH<\/strong><\/p>\n

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\u2013 Khi c\u00f2n \u1edf v\u1ecb tr\u00ed nh\u00e2n vi\u00ean, h\u00e3y ch\u1ee7 \u0111\u1ed9ng ghi l\u1ea1i c\u00e1c t\u00ecnh hu\u1ed1ng kh\u00f3 \u0111\u1ec3 r\u00fat kinh nghi\u1ec7m \u2013 \u0111\u00e2y l\u00e0 “s\u1ed5 tay” gi\u00fap b\u1ea1n d\u1ea1y nh\u00e2n vi\u00ean khi l\u00ean leader.<\/p>\n

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\u2013 H\u1ecdc m\u1ed9t kh\u00f3a v\u1ec1 ph\u00e2n t\u00edch d\u1eef li\u1ec7u c\u01a1 b\u1ea3n (Excel, Power BI) \u0111\u1ec3 l\u00e0m quen v\u1edbi vi\u1ec7c \u0111\u1ecdc ch\u1ec9 s\u1ed1 ch\u1ea5t l\u01b0\u1ee3ng thay v\u00ec ch\u1ec9 d\u1ef1a c\u1ea3m t\u00ednh.<\/p>\n

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\u2013 Tham gia c\u00e1c c\u1ed9ng \u0111\u1ed3ng CX Vietnam, \u0111\u1ecdc t\u00e0i li\u1ec7u t\u1eeb ICMI, HDI \u0111\u1ec3 c\u1eadp nh\u1eadt xu h\u01b0\u1edbng v\u00e0 framework qu\u1ea3n tr\u1ecb d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

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5. Th\u1ecb tr\u01b0\u1eddng ngh\u1ec1 Tr\u01b0\u1edfng ph\u00f2ng CSKH tr\u00ean CareerLink (2026)<\/h2>\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 ph\u00f2ng cskh 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
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>Nh\u00e2n vi\u00ean CSKH 8\u201312 tri\u1ec7u | Senior\/Team Leader 14\u201320 tri\u1ec7u | 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>H\u1ed3 Ch\u00ed Minh | H\u00e0 N\u1ed9i | Th\u00e0nh Ph\u1ed1 Hu\u1ebf | H\u01b0ng Y\u00ean | \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Khu v\u1ef1c tuy\u1ec3n d\u1ee5ng t\u1eadp trung<\/strong><\/td>H\u1ed3 Ch\u00ed Minh | H\u00e0 N\u1ed9i | Th\u00e0nh Ph\u1ed1 Hu\u1ebf | H\u01b0ng Y\u00ean | \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Doanh nghi\u1ec7p \u0111\u0103ng tuy\u1ec3n ti\u00eau bi\u1ec3u<\/strong><\/td>C\u00f4ng Ty TNHH Vietnam Concentrix Services | C\u00f4ng Ty C\u1ed5 Ph\u1ea7n Cashion | H\u1ec7 Th\u1ed1ng Anh Ng\u1eef Qu\u1ed1c T\u1ebf Ocean Edu | VIETNAM CONCENTRIX SERVICES COMPANY LIMITED | 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>Ti\u1ebfng Anh giao ti\u1ebfp | CRM (Zendesk, Salesforce, HubSpot) | K\u1ef9 n\u0103ng x\u1eed l\u00fd khi\u1ebfu n\u1ea1i | CSAT\/NPS score \u0111o l\u01b0\u1eddng | \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
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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

6. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p v\u1ec1 tr\u01b0\u1edfng ph\u00f2ng CSKH<\/h2>\n\n\n\n

1. Tr\u01b0\u1edfng ph\u00f2ng CSKH c\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi Head of Customer Experience kh\u00f4ng?<\/em><\/strong><\/p>\n\n\n\n

Kh\u00f4ng ho\u00e0n to\u00e0n. Tr\u01b0\u1edfng ph\u00f2ng CSKH (Customer Service Manager) th\u01b0\u1eddng ph\u1ee5 tr\u00e1ch kh\u1ed1i v\u1eadn h\u00e0nh d\u1ecbch v\u1ee5. Head of CX c\u00f3 ph\u1ea1m vi r\u1ed9ng h\u01a1n, bao tr\u00f9m c\u1ea3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m v\u00e0 truy\u1ec1n th\u00f4ng tr\u1ea3i nghi\u1ec7m. \u1ede doanh nghi\u1ec7p nh\u1ecf, hai vai tr\u00f2 c\u00f3 th\u1ec3 h\u1ee3p nh\u1ea5t, c\u00f2n \u1edf t\u1eadp \u0111o\u00e0n l\u1edbn th\u00ec t\u00e1ch bi\u1ec7t r\u00f5 r\u00e0ng.<\/p>\n\n\n\n

2. C\u00f3 c\u1ea7n kinh nghi\u1ec7m t\u1ed5ng \u0111\u00e0i m\u1edbi l\u00e0m \u0111\u01b0\u1ee3c tr\u01b0\u1edfng ph\u00f2ng CSKH?<\/em><\/strong><\/p>\n\n\n\n

Kh\u00f4ng b\u1eaft bu\u1ed9c nh\u01b0ng l\u00e0 l\u1ee3i th\u1ebf l\u1edbn. Ng\u01b0\u1eddi chuy\u1ec3n ngang t\u1eeb marketing, v\u1eadn h\u00e0nh b\u00e1n l\u1ebb ho\u1eb7c nh\u00e2n s\u1ef1 c\u00f3 th\u1ec3 th\u00e0nh c\u00f4ng n\u1ebfu b\u1ed5 sung ki\u1ebfn th\u1ee9c v\u1ec1 ch\u1ec9 s\u1ed1 CX, CRM v\u00e0 k\u1ef9 n\u0103ng coaching nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u. Quan tr\u1ecdng l\u00e0 kh\u1ea3 n\u0103ng \u0111\u1ed3ng c\u1ea3m v\u00e0 t\u01b0 duy quy tr\u00ecnh.<\/p>\n\n\n\n

3. \u00c1p l\u1ef1c l\u1edbn nh\u1ea5t c\u1ee7a tr\u01b0\u1edfng ph\u00f2ng CSKH l\u00e0 g\u00ec?<\/em><\/strong><\/p>\n\n\n\n

Th\u01b0\u1eddng l\u00e0 c\u00e2n b\u1eb1ng gi\u1eefa KPI chi ph\u00ed (AHT, cost per contact) v\u00e0 KPI ch\u1ea5t l\u01b0\u1ee3ng (NPS, CSAT). Ngo\u00e0i ra, \u00e1p l\u1ef1c truy\u1ec1n th\u00f4ng m\u1ea1ng x\u00e3 h\u1ed9i khi kh\u00e1ch h\u00e0ng lan truy\u1ec1n tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 khi\u1ebfn c\u00f4ng vi\u1ec7c c\u0103ng th\u1eb3ng \u0111\u1ed9t bi\u1ebfn trong m\u1ed9t v\u00e0i th\u1eddi \u0111i\u1ec3m.<\/p>\n\n\n\n

T\u00f3m l\u1ea1i, tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 vai tr\u00f2 v\u1eeba mang t\u00ednh v\u1eadn h\u00e0nh v\u1eeba mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c, \u0111\u00f2i h\u1ecfi ng\u01b0\u1eddi qu\u1ea3n l\u00fd c\u00f3 t\u00e2m v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u00f3 t\u1ea7m nh\u00ecn v\u1ec1 d\u1eef li\u1ec7u. V\u1edbi xu h\u01b0\u1edbng doanh nghi\u1ec7p Vi\u1ec7t Nam ng\u00e0y c\u00e0ng \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t l\u1ee3i th\u1ebf c\u1ea1nh tranh d\u00e0i h\u1ea1n, c\u01a1 h\u1ed9i ph\u00e1t tri\u1ec3n cho ngh\u1ec1 n\u00e0y c\u00f2n r\u1ed9ng m\u1edf trong \u00edt nh\u1ea5t 5\u201310 n\u0103m t\u1edbi. N\u1ebfu b\u1ea1n y\u00eau th\u00edch c\u00f4ng vi\u1ec7c gi\u00fap \u0111\u1ee1 ng\u01b0\u1eddi kh\u00e1c, c\u00f3 k\u1ef9 n\u0103ng l\u1eafng nghe v\u00e0 s\u1eb5n s\u00e0ng l\u00e0m ch\u1ee7 c\u00f4ng ngh\u1ec7 CX, \u0111\u00e2y l\u00e0 h\u01b0\u1edbng \u0111i nhi\u1ec1u ti\u1ec1m n\u0103ng cho s\u1ef1 nghi\u1ec7p l\u00e2u d\u00e0i.<\/p>\n\n\n\n

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

B\u00e0i vi\u1ebft mang t\u00ednh tham kh\u1ea3o, th\u00f4ng tin m\u1ee9c l\u01b0\u01a1ng, y\u00eau c\u1ea7u tuy\u1ec3n d\u1ee5ng v\u00e0 quy \u0111\u1ecbnh ph\u00e1p l\u00fd c\u00f3 th\u1ec3 thay \u0111\u1ed5i theo \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng v\u00e0 t\u1eebng th\u1eddi \u0111i\u1ec3m.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

T\u00ecm hi\u1ec3u tr\u01b0\u1edfng ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec, c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y, k\u1ef9 n\u0103ng c\u1ea7n c\u00f3 v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn. Xem ngay \u0111\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng ph\u00e1t tri\u1ec3n s\u1ef1 nghi\u1ec7p CSKH b\u00e0i b\u1ea3n.<\/p>\n","protected":false},"author":58,"featured_media":17591,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[98],"class_list":["post-17550","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tu-van-nghe-nghiep","tag-kien-thuc-nganh"],"_links":{"self":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/17550","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/comments?post=17550"}],"version-history":[{"count":10,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/17550\/revisions"}],"predecessor-version":[{"id":20337,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/posts\/17550\/revisions\/20337"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/media\/17591"}],"wp:attachment":[{"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/media?parent=17550"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/categories?post=17550"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mb668s.com\/cam-nang-7mb66-xoc-dia\/wp-json\/wp\/v2\/tags?post=17550"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}