Customer Service Team Leader
2 weeks ago
Docosan is an impact-driven tech startup founded by Harvard grads in Ho Chi Minh City in 2020. Our healthcare delivery platform is transforming the way that people in emerging markets access high quality care. From offline appointments to telehealth to home test kits, Docosan’s platform brings Vietnam’s health system to patients’ fingertips. We’re looking for smart, resourceful and passionate people to join us as we transform healthcare for the better in Vietnam and beyond.
**Why you should join**:
- International team with English speaking environment
- Significant career growth potential at a friendly, fast-paced and impact-driven startup
- Private health insurance plan
- Dog-friendly office
**What you will do**:
- Manage, train and mentor a team of customer service agents who always put patients first and do their best to solve patient queries around finding providers, lab tests, other relevant treatments that meets their health needs
- Conduct quality assurance checks on calls and chats conducted by the team and identify avenues for improvement and training
- Build, coach and consistently train the team about Docosan products & services (web & app) to ensure they have good understanding of Docosan’s value offerings
- Collaborate with other departments like Sales, Marketing & Product to be aware about new product features and play an active role in training and educating the team
- Set up KPIs and measure key CS metrics like - FRT, Time to close conversation, % conversion to track the team performance weekly/monthly
- Think out of the box, ideate and run initiatives that would improve CS operations and amplify patient experience on Docosan platform
**Requirements**:
- 2+ years of experience in managing Customer Service team
- Background in healthcare is a plus but not required
- Familiarity with Hubspot or other CRM tools
- Stellar communication and interpersonal skills
- Strong attention to detail, highly organized, and a quick, curious learner
- Ability to think on your feet and thrive in a dynamic, start-up environment
- Speaking and writing proficiency in English
**Contact us**:
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