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**Responsibilities**:
- Manage team performance through monitoring, giving agents advice to handle Customers’ queries while they cannot handle on their own.
- To reduce handling time and improve the first contact resolution metric, provide layers the authority to handle complaints and inquiries.
- Ensure daily performance to meet the SLA, AHT, productivity, and other KPI metric targets.
- Delegate tasks and responsibilities to team members in lower positions to guarantee that all assignments are completed on time, with good results.
- Maintain regular, accurate updates to the daily and weekly reports.
- Report any difficulties that influence the operation or the experiences of customers to the CS Manager right away, and proactively come up with suggestions and answers to fix operational concerns.
- Make daily and weekly reports accurately to update promptly the current situation of CS team.
- Liaise with other relevant departments to optimize the procedures.
- Set up meetings with the team to coach, inspire, and provide guidance for the growth of the team.
- Work closely with TQA to plan beginner training programs and refresher courses to ensure the team‘s performance.
- Guide & orient lower-layers agents to follow through the goals and action plans.
- Other ad hoc duties allocated by the Line Manager.
**Jobs Skill & Qualifications**:
- 2+ years of experience in comparable roles in the transportation business, food technology, e-commerce, or related fields
- Problem-solving, goal-oriented, customer-centric, detail-oriented, effective communication, and especially high accountability and responsibility are necessary abilities.
- Data-driven and analytical skill
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Experience in using CRM software (Zendesk, Salesforce, ) is an advantage
- MS Office skill (Word, Excel, PowerPoint, Forms...) and Google skill (Google spreadsheet, Google Docs, Google Presentation, )
- Work well under pressure and follow through on items to make sure the completion
- Be familiar with 247 service and be available for checking and supporting urgent cases
- **Good English communication skills**
Loại hình công việc: Toàn thời gian
