CS Supervisor

CÔNG TY TNHH BSIE MEDIA
Mức lương
14 - 20 triệu vnđ
Địa điểm làm việc
Floor 6, Ct2 Building, Bac Ha C14 Building, To Huu, Trung Van Ward, Nam Tu Liem District, Hanoi, Vietnam. (Hà Nội)
Kinh nghiệm yêu cầu
đại học
Chi tiết tin tuyển dụng

Mô tả công việc

Mô tả công việc

POSITION PURPOSE:
The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth, and reduced operational losses.
We are looking for a customer-centric individual with team management skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction.
RESPONSIBILITIES:
Day-to-day:

Support all contact channels by successfully handling a high volume of inquiries via emails/chats or other channels.
Ensure a thorough understanding and enforcement of our policies and procedures.
Coordinate with other departments to resolve customer issues, including proactively following through on all requests with all levels of the organization to ensure the fastest response time possible.
Maintain and improve day-to-day operations.
Partner with the leadership team to identify and escalate issues and/or crises related to site, internal or external systems when necessary.
Manage workflow, escalations and effectively delegate workload across the team.
Assist customers by providing information in response to inquiries about products and services and resolve customer problems/issues in a timely, professional, friendly, and courteous manner.
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.

Customer satisfaction management:

Ensure core satisfaction metrics are measured and analyzed on a regular basis.
Collect customer insights from various channels and provide feedback to responsible departments.

Quality assessment/review:

Implement quality assessment on all agents on a weekly/monthly basis.
Monitor and improve customer inquiry resolution quality.
Create development plans for agents with low-quality scores.
Identify and eliminate root cause barriers to accuracy, productivity, and quality.

Risk management:

Solve complex customer service issues and proactively prevent negative service trends.
Proactively inform and keep BOD in the loop on statuses of major crises and urgent matters.
Detect, measure, and analyze operational risks.

Team establishment and management:

Assist CEO in design and carry out employee training programs based on market trends, and business needs.
Provide effective conflict resolution.
Evaluate performance of the team on a regular basis.
Evaluate workload throughout the year and recruit full-time or part-time agents.
Ensure team culture is in line with the vision, mission, and core values of the company.
Interview, onboard, and train new agents.
Plan, assign, and direct work;

Yêu cầu công việc

Yêu cầu công việc

QUALIFICATIONS:

2-3 years of experience in customer service with a minimum of 6 months - 1 year in a managerial role, preferably in the e-commerce space, working with English-speaking customers.
Proficiency with task and project management tools such as Trello, Jira, Base, etc.
An excel expert.
Experience working with Shopify, eBay, or Amazon marketplace is strongly desired.
Solid understanding of customer behaviors.
Excellent English communication with a focus on reading, writing, and perfect grammar skills
Experience working with customer service software (Freshdesk, Zendesk, Zoho desk, Core CRM…)
Ability to be flexible with schedule in respect to the needs of the business: this includes. working overtime, holidays, and weekends when necessary.
Knowledge of industry’s best practices.

Quyền lợi

Quyền lợi được hưởng

COMPENSATION & BENEFITS

Team building activities.
Reward program with various gifts.
12 days of paid annual leave.
Salary: 14 - 20M/month
Personal Computer.
Competitive salary and allowance (allowance for lunch, travel and parking fee).
13th-month salary and bonus based on overall company performance.
Other benefits in accordance with Company&039;s Policy and Vietnam Labor Laws.

Cập nhật gần nhất lúc: 2021-10-21 11:03:03

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Thông tin chung

Ngành nghề
Chăm Sóc Khách Hàng, Thương Mại Quốc Tế, Quản Lý Đơn Hàng
Cấp bậc
Nhân Viên
Kinh nghiệm yêu cầu
đại học
Trình độ yêu cầu
Đang cập nhật
Số lượng cần tuyển
Đang Cập Nhật
Hình thức làm việc
Toàn thời gian
Giới tính
Đang cập nhật
Hạn nộp hồ sơ
21/11/2021
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