Customer Service Staff (Call Center)

* Perform Periodic reports and incidents directly to Leader
* Responsible for managing 3 main tasks:
Team Management:
- Being the person who works directly with the supervisor of vendor to guarantee KPIs about quantity & quality.
- Being the person who is in charged of Voice / Non- voice team (as a Team Supervisor)
- Check the operation process of the teams & raise proposal to make adjustment ( if necessary)
- Record problems arising from teams and offer solutions or ask consultation from leader (if necessary).
- Deploy the requirements of the management to other teams exactly & specificly
KPI Management Team Inbound:
- Control agents coordination to achieve KPI by each time frame
- Control and monitor Call Center respond ratio during the day and make necessary, timely adjustments
- Implement assigned reports
- Check operation, KPIs monthly & report monthly to Call management
- Control customer satisfaction points, call quality realtime based on the system
Training Planning
- Coordinate with training team in making effective program, ideas for improving training quality.
- Discuss & follow with vendor about recruitment inquiry.
- Support training team to build suitable training content & plan

- Advanced MS Word, MS Excel and MS Power point is a plus
- Proficient in English, especially listening & speaking is the advantage
- Demonstrated ability to handle multiple tasks
- A willingness to learn continuosly and to adapt to new conditions
- Positive attitude and focus on customer service
- At least 1 year of experience in Customer Service, Call center, Agency Admin/Support
- University degree of Social & Science, Education or English major or related major to the job
- Strong communication skills with people of all levels and team managing skills

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Phụ cấp thâm niên, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-07-27 07:25:03