Customer Service Team Leader - Contact Center

Báo lỗi

☞ CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Lượt xem: 185

Ngày cập nhật: 14-04-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Bán hàng Tư vấn - Chăm sóc khách hàng

Vị trí: Trưởng nhóm / Giám sát

Mức lương: Cạnh tranh

Trình độ: Trung cấp

Kinh nghiệm: 1 - 2 Năm

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Mô tả công việc

WE NEED YOU:

  • Ensure all agents are achieving their daily KPIs in qualitative metrics

  • Monitor scoring KPI statistics

  • Isolate and identify areas of improvement in members performance

  • Monitor daily reports from the supervisor

  • Provide leadership, guidance, and support to the team members

  • Manage refreshments & training for 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

  • 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 the 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:

  • 4th Floor, PICO Building, 20 Cong Hoa, Ward 12, Tan Binh District, HCMC

WORKING TIME:

  • Service time: 11 AM - 11 PM, rotating shift 8 hours/ day, 6 days/ week (1 day off any)

Yêu cầu công việc

  • 1 year minimum supervising/leading a team of 10 or more people in a call center/contact center environment

  • Experience in E-Commerce, Technology is a plus

  • English communication skills

  • Experience in a high-growth organization strongly preferred

Quyền lợi công việc

  • Laptop
  • Chế độ bảo hiểm
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Nghỉ phép năm
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Hạn nộp: 14-05-2024

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