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Customer Support Team Leader

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam Hegka Vietnam Full time

**Customer Service Team Leader Video Game Industry**

**Salary Range**: 15 - 17 mil VND (Gross)
**Working Time**: 8:00 AM - 5:00 PM (Monday - Saturday)
**Working Address**: 875 Cach Mang Thang 8, Ward 15, District 10, Ho Chi Minh City

**Key Responsibilities**:

- Oversee daily operations of the customer service team, ensuring SLA compliance and service quality.
- Manage the team's daily operational indicators related to quality, quantity, diligence, etc., to ensure performance and KPI achievement.
- Assist team members in handling difficult customer cases or complex complaints.
- Conduct regular team meetings to share updates, best practices, and performance expectations.
- Train and guide employees on workflows and problem-solving techniques.
- Monitor and analyze performance metrics, introducing initiatives that increase efficiency.
- Develop strategies to improve the overall customer experience and reduce complaint rates.
- Ensure the team follows company policies and procedures.
- Stay updated on gaming industry trends and company products to provide expert guidance.
- Perform other tasks as assigned by the direct manager.

**Skills & Requirements**:

- College degree or higher.
- At least **1 year of experience** in a team leader role.
- Strong interpersonal skills and ability to work in a team-oriented environment.
- Strong analytical and problem-solving skills.
- Attention to detail and a commitment to quality.
- Knowledge of **CRM software (e.g., Zendesk is preferred)** and customer management tools.
- Fluency in English (Speaking, Listening, Writing, and Reading) **100% English-speaking environment**.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- ** Passion for gaming and familiarity with gaming communities, platforms, and terminology is a plus.**

**Benefits**:

- ** Bonuses**: 13th-month salary, holiday bonuses (April 30th - May 1st, September 2nd, New Year's Day), performance bonuses, and birthday gifts
- ** Full labor contract & social insurance** benefits after the probation period.
- ** Annual leave**: 12 days per year.