Customer Service Leader

2 weeks ago

Ho Chi Minh City, Vietnam PERSOLKELLY Vietnam Full time

1 year minimum supervising/leading a team of 10 or more people in a call center
- English communication skill : Good
- Experience in E-Commerce, Technology is a plus

**MAIN DUTIES**

✔ 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 problem-solving
✔ 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

**REQUIRMENT**:
✔ 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 skill
✔ Experience in a high-growth organization strongly preferred

583755

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