Customer Service Specialist

Customer Support & Issue Resolution:
Ensure escalated cases are addressed ly, adhering to company policies and service- level agreements (SLAs).
Provide solutions to high- risk and difficult complaints by engaging with customers, investigating issues, and offering appropriate resolutions.
Collaborate with internal departments (legal, product, finance, etc.) to ensure proper resolution and prevent future occurrences.
BPO Performance Management:
Provide feedback and support to BPO teams on improving service delivery, identifying root causes of performance issues, and implementing corrective actions.
Collaborate with our BPO partners to ensure they meet performance metrics related to customer service quality, response times, and satisfaction scores.
Assist in training and upskilling BPO agents, particularly in handling difficult complaints or complex customer interactions.
Conduct regular audits and reviews of BPO performance, ensuring adherence to Service Level Agreements (SLAs) and company standards.
Continuous Improvement:
Contribute to the development of best practices and Standard Operating Procedures (SOPs) for customer service, especially in handling escalated complaints.
Identify trends and areas for improvement based on customer feedback and complaints, providing insights to relevant departments for action.
Reporting and Analytics:
Analyze data to identify patterns and recommend strategies for improving customer satisfaction and BPO performance.
Generate regular reports on customer service performance, complaint resolution, and BPO efficiency.

Experience working with BPOs and managing third- party vendor performance is highly desirable.
Proficiency in CRM software and customer service tools.
Bachelor’s degree in Business, Communication, or a related field.
Analytical mindset with experience in performance reporting and data analysis.
Strong communication, negotiation, and conflict- resolution skills.
Ability to work in a fast- paced environment and manage multiple priorities effectively.
Minimum of 3- 5 years of experience in customer service, with at least 1- 2 years handling escalated or high- risk cases.

Khám sức khỏe định kì hằng năm.
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Môi trường làm việc chuyên nghiệp, năng động, cơ hội thăng tiến, phát triển nghề nghiệp.
Chi phí Tiền ăn, xăng, điện thoại, và các hỗ trợ chi phí khác theo vị trí và tính chất công việc.
Chương trình đào tạo và phát triển sự nghiệp.
Bảo hiểm Xã hội, Bảo hiểm tai nạn 24/24, Bảo Hiểm Sức Khỏe Cá Nhân.
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Cập nhật gần nhất lúc: 2024-10-17 01:15:03