Customer Service Coach/Đào Tạo Dịch Vụ Khách Hàng

No Sale, Only Customer Support via Live Chat / Gmail / Call.
US Market, Telecommunication Industry, Government Social Services.
Coach and develop a team of 15- 20 call center agents.
Hours of operation, Night Shift in Vietnam:
8 PM- 8 AM, Mon- Fri (it means you can start to work at 8:00 PM / 9:00 PM / 10:00 PM / 11:00 PM and then you will work for 8 standard working hours with 1 hour of break time)
and 10 PM- 7 AM on Saturday
Working Location: CSR’s Office Address: 2nd floor, HTP Building, 434 Trần Khát Chân, Hai Ba Trung District, Hanoi. (The office is under construction, and expected to be completed in October 2023).
Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
Record agent and team statistics, and prepare reports for Management.
Maintains a solid understanding of the current products and services being offered
Ensures customer satisfaction and an enjoyable experience
Assists management with the company’s day- to- day carrier operations activities
Some other duties as required by the Senior Manager/Director.
Analyze both individual and team performance daily to manage overall sales and service levels.
Maintains a solid understanding of the current products and services being offered
Set both sales and performance goals for agents.
Maintain up- to- date knowledge of industry developments.
Listen to inbound customer phone calls and check/monitor Live Chats/Tickets and observe CRM utilization to monitor agent efficiency, effectiveness and quality.

5+ years of experience in the management/leadership roles.
Diploma / Bachelor’s degree in marketing, business, or a related field.
Learns quickly. You’ll demonstrate the ability to quickly absorb and make use of new information.
Problem- solving and critical thinking. You have independently solved difficult technical problems and provided solutions or workarounds.
Tech- savvy. You learn computer applications rapidly and can point to a variety that you&039;re comfortable using and pick up quickly.
Independent and self- motivated. You will need to hold yourself accountable for tasks and ongoing responsibilities with little supervision.
Excellent interpersonal and communication skills, especially written. You must have exemplary written and spoken English language skills, and you are a fast typist.
Proactive. You have a habit of seeking out ways to make our support systems and products better, and you champion getting ideas implemented.
Trust & integrity. You do what is right, don’t cut unethical corners, and are open about your work.
Resilient and adaptable. You can take critical feedback and handle difficult customer situations well. You are able to adapt and turn a negative situation into a positive one.
Empathy and patience. You’ll respond to customers with compassion and understanding of their requests.
Communication. You can communicate and work well with the internal organization (team) and external (customers).
Skilled Typist. 45+ wpm typing speed is a strong plus.

12 days of annual leave, 11 public holidays, insurance according to Vietnamese labor law, and participation in classy internal activities of the company.
Opportunity to travel and on- site work in the US.
Project bonus and salary review according to the work quality.
100% of Customers are in the US, and the company environment uses and improves English well.
The training programs at the beginning, are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
Starting Salary: 21.000.000- 23.000.000 VND/Month (Competitive salary based on ability).
Working with major carriers in the US.

Cập nhật gần nhất lúc: 2024-03-07 11:35:34