Customer Service Lead (Trưởng Nhóm CSKH)

Manage and reconcile CRM databases, and identify issues on data and statistics.
Ensure team Key Performance Indicators as required.
Handle major incidents that cannot be resolved by agents.
Supervise and monitor daily activities of customer service operations.
Communicate with other departments to resolve problems and expedite work.
Ensure all cases are solved within the required time- frame following the company’s SOPs.
Assist in hiring, training, and coaching of customer service associates.
Manage after- sales services (bike servicing/support, support queries).
Investigate customers&039; problems and find solutions, ensuring that customer feedback are heard and acted upon.
Develop and implement service policies, and communicate these to staff and customers.

Proficient knowledge of customer service, and standard office practices, processes and procedures.
A results- oriented approach.
Hi- tech industry experience is a plus.
At least 2 years of experience in customer service and 1+ year experienced as Customer Service Team Lead position;
Critical thinking and good problem solving skills.
Experience in working with CRM and omni- channel systems (Salesforce, Jira, Caresoft, Shoptify).
Ability to work autonomously, without formal requirements documentation, in a fast- paced environment; ability to manage changing priorities.
Outstanding communication and negotiation abilities.
Must be good at English both written and spoken.
Outstanding organizational and leadership skills.

Discount price to buy a Dat Bike.
Social insurance.
Salary + meaningful equity compensation.
Meal support according to company policy
MIC insurance.

Cập nhật gần nhất lúc: 2024-09-07 04:30:02