Admin/CS manager

Vietnam Administrative/Customer Service Manager

Job description：
1) Initial Phase: Administrative Setup for New Office (Prior to System Implementation)
Planning and execution of administrative procedures for establishing the new Vietnam office
Inventory, procurement, and acquisition of office equipment, information technology equipment, and administrative supplies
Assist in establishing administrative workflows (related to administration, general affairs, and customer service support)
Coordinate and communicate with the administrative/IT/HR contacts at the Taiwan headquarters.
Assist new hires with onboarding, provide administrative support, and manage daily operational arrangements.

2) Post-Launch Phase: Responsibilities of Customer Service and System Support Supervisors (After System Launch)
Coordinate the local customer service team in Vietnam, responsible for managing customer service personnel and scheduling shifts.
Responding to and conducting initial assessments of user issues following the launch of systems (such as TMS)
Assist in compiling and reporting system operation issues to Taiwan's information/development team
Establish customer service SOPs, issue categorization, response timelines, and service quality standards
Assist training personnel in providing system operation instructions and user guidance.
Serve as the administrative and customer service liaison between Taiwan and Vietnam

Location:Thành phố Thủ Dầu Một, Vietnam (Initial phase: with necessary online or short-term training in Taiwan)

Team Management: 
初期Initial Phase：0 人
後期Post-launch Phase：依客服編制，管理 2–5 人（視營運規模調整）Manage a team of 2–5 customer service representatives (adjusted based on operational scale)

工作經歷 Work exp requirements:
3+ years of experience in administrative, customer service, or operational support roles
Preferably with supervisory or project management experience

Education: 
大學以上 University or plus

Major: Business Administration, Public Administration, Information Management, Logistics Management, or related fields

Languages: Vietnamese with fluent Mandarin level(listening, writing, speaking and reading)
English is a nice-to-have

Skills:
Capability to communicate cross departments
Familiar with the concepts of customer service management and service process improvement
Willing to learn and use enterprise system such as TMS/ERP
Patient, well-organized, and capable of analyzing problems and providing effective responses
Capable of meeting the multitasking and flexibility requirements during the initial phase of startups or new branch setups.

Others: 
Experience in participating in the establishment of new offices or new location (nice-to-have)
Have experience as a Customer Service Supervisor, Administrative Supervisor, or in Operations Support.(must-have)
Have experience in customer service system management, internal system guidance and education (must-have)
Have experience in logistics, transportation, supply chain management (nice-to-have

KPIs
Early Stage (Administrative Setup Phase)​
Office equipment and administrative resources were set up on schedule.
Administrative workflows and contact points were smoothly connected with the Taiwan headquarters.
Satisfaction level of new employees with administrative support.
Later Stage (Customer Service & System Support Phase)​
Response time for customer service and issue resolution rate.
Classification of system issues and quality of feedback.
Stability of customer service staff and service quality.
Contribution to improving operational smoothness after system implementation.