Customer Service Team Leader

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam JobsGO Recruit Full time

Mô tả công việc:

(Mức lương:
triệu VNĐ)

  • Ensure all agents are achieving their daily KPIs in qualitative metrics
  • Monitor scoring KPI statistics
  • Isolate and identify areas of improvement in members' performance
  • Monitor daily reports from the supervisor
  • Provide leadership, guidance, and support to the team members
  • Manage refreshments & training for agents
  • Handle major incidents that cannot be resolved by agents
  • Identify & escalate issues to the related teams when out of the scope of this department
  • Find issues among members related to productivity and problemsolving
  • Accept and process special requests from customers as per SOPs
  • Manage recurring meetings with team(s) to review performance
  • Manage routing and payment method enablement as per available inventory defined by SOPs
  • Ensure all cases are solved within the required timeframe following the company's SOPs
  • Report fraud to the company's risk team
  • Report any product error findings to related product/engineering teams
  • Service time: 11 AM 11 PM, rotating shift 8 hours/ day, 6 days/ week (1 day off any)

Chức vụ:
Trưởng Nhóm/Trưởng Phòng

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • 13th month salary, Social insurance, Health insurance and Unemployment insurance
  • Bonding activities: teambuilding, birthday activities, company trip, yearend party,
  • Parking allowance
  • Performance and salary review annually

Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề

Yêu cầu công việc:

  • 1 year minimum supervising/leading a team of 10 or more people in a call center/contact center environment
  • Experience in E-Commerce, Technology is a plus
  • English communication skills
  • Experience in a highgrowth organization strongly preferred

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng,Tư Vấn Bán Hàng

Trung cấp - Nghề

  • 2 năm


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