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Call Center

2 weeks ago

Ho Chi Minh City, Vietnam Daikin Việt Nam Full time

**Phúc Lợi**: - Bảo hiểm - Du Lịch - Phụ cấp - Thưởng - Chăm sóc sức khỏe - Đào tạo - Tăng lương - Công tác phí - Phụ cấp thâm niên - Chế độ nghỉ phép **Mô Tả Công Việc**: - Perform Periodic reports and incidents directly to Leader - Responsible for managing 3 main tasks: **1. Team Management**: - Being the person who is in charged of some teams ( Hotline, Telesale, Happy Call) in Call Center, as "Lead Team Inbound" - Being the person who works directly with the supervisor of vendor to guarantee KPIs about quantity & quality. - Deploy the requirements of the management to other teams exactly & specificly - Record problems arising from teams and offer solutions or ask consultation from leader (if necessary). - Check the operation process of the teams & raise proposal to make adjustment ( if necessary) **2. KPI Management Team Inbound**: - Control and monitor Call Center respond ratio during the day and make necessary, timely adjustments - Control agents coordination to achieve KPI by each time frame - Control customer satisfaction points, call quality realtime based on the system - Implement assigned reports - Check operation, KPIs monthly & report monthly to Call management **3. Training Planning** - Discuss & follow with vendor about recruitment inquiry. - Support training team to build suitable training content & plan - Coordinate with training team in making effective program, ideas for improving training quality. **Yêu Cầu Công Việc**: - University degree of Social & Science, Education or English major or related major to the job - At least 1 year of experience in Customer Service, Call center, Agency Admin/Support - Advanced MS Word, MS Excel and MS Power point is a plus - Demonstrated ability to handle multiple tasks - Proficient in English, especially listening & speaking is the advantage - A willingness to learn continuosly and to adapt to new conditions - Strong communication skills with people of all levels and team managing skills - Positive attitude and focus on customer service Job tags: Call Center