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:
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.
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.
RESPONSIBILITIES:
Day-to-day:

Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Partner with the leadership team to identify and escalate issues and/or crises related to site, internal or external systems when necessary.
Maintain and improve day-to-day operations.
Manage workflow, escalations and effectively delegate workload across the team.
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.
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.
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.

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.
Create development plans for agents with low-quality scores.
Monitor and improve customer inquiry resolution quality.
Identify and eliminate root cause barriers to accuracy, productivity, and quality.

Risk management:

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

Team establishment and management:

Interview, onboard, and train new agents.
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.
Plan, assign, and direct work;
Provide effective conflict resolution.
Assist CEO in design and carry out employee training programs based on market trends, and business needs.

Yêu cầu công việc

Yêu cầu công việc

QUALIFICATIONS:

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

Quyền lợi

Quyền lợi được hưởng

COMPENSATION & BENEFITS

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

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

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CÔNG TY TNHH BSIE MEDIA

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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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