Customer Service Supervisor MPR_2025_0293

2 weeks ago

Ho Chi Minh City Metropolitan Area, Vietnam transcosmos Vietnam Co., Ltd Full time ₫1,500,000 - ₫3,000,000 per year

WE NEED YOU:

  • 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.

WORK LOCATION:

  • 8 Floor - Scetpa Building, 19A Cong Hoa, Bay Hien Ward, HCMC

WORKING TIME:

  • 8AM – 5PM (Mon - Fri) & Bi-weekly on Saturdays

REQUEST

  • University/Colleges 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

BENEFITS

  • 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
  • Performance based income (2 times/year)

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