Customer Service Team Leader

1 week ago

Thành phố Hồ Chí Minh, Vietnam Chi Nhánh Công Ty TNHH transcosmos Việt Nam Tại Thành Phố Hồ Chí Minh Full time

**Mô tả công việc**:
(Mức lương: 18 - 20 triệu VNĐ)
- Ensure all agents are achieving their daily KPI’s in qualitative metrics;
- Monitor scoring KPI statistics;
- Isolate and identify areas of improvement on members performance;
- Monitor daily reports from the supervisor
- Provide leadership, guidance, and support to the team members
- Manage refreshment & training to 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;
- Interface with customers on refunds, providing explanations and processing;
- 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 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.

**Chức vụ**: Trưởng Nhóm/Trưởng Phòng

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Engagement activities (Birthday party, town hall,...).
- Annual leave according to Labor Law.
- Salary review once a year
- Promotion once a year
- 13th month salary
- Participate in social insurance, health insurance, and unemployment insurance.
- Bonus + gifts on holidays and New Year

**Yêu cầu bằng cấp (tối thiểu)**: Cao Đẳng

**Yêu cầu công việc**:

- University required.
- Good at English both written and spoken
- Have 1+ year experienced as Customer Service Team Lead position
- Have knowledge of KPIs metric in CS Contact Center
- Demonstrated problem-solving skills, strategic and analytical capabilities
- Result-oriented, problem solver, analytical skill, and customer-focused
- Disciplined and high motivated to motivate and encourage team for improvement

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Dịch Vụ Khách Hàng,Du Lịch - Lữ Hành,Khách Sạn,Quản Lý Thành Công Khách Hàng,Trải Nghiệm Khách Hàng

Cao Đẳng
1 - 2 năm

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