Customer Service Staff (Non-voice)

Daily Operation

Ensure all inquiries from Non- voice channels: E- mail, Official Zalo, Facebook, Homepage, Daikin App, System Integrated in Call Center handled completed within same day, consist of Internal Request & External Request.
Coordinating directly with Quality Control Team in Call center to push Call agent improvement & build/ revise operation process as required.
Deploy the requirements of the management to other teams exactly & specifically
Manage operation 3 teams: Mail Internal with 5 agents, System with 4 agents, MDC with 3 agents.
Closely monitor team workload and personnel changes to ensure timely coordination, work continuity, and team stability.
Give instructions to teams / Handling complicated cases or cases out of SOP.
Discussing directly with the supervisor of Service Center to handle quicky request from customer/ service center.
Discuss to clear the process cross dept. & Support other depts to execute steps within Call center scope related to company programs as required.
Record problems arising from teams and offer solutions or request consultation from Manager (if necessary).
Making periodic reports/ providing data as required

KPI Management Team:

Support training team to build suitable training content & plan.
Review operational processes and propose adjustments or improvements when necessary.
Control and monitor Call Center dispatch time, call quality & accuracy process target by KPI evaluation monthly & daily tracking tools.

- Positive attitude and focus on customer service
- Strong communication skills with people of all levels and team managing skills
- At least 1 year of experience in Customer Service, Call center, Agency Admin/Support
- A willingness to learn continuosly and to adapt to new conditions
- University degree of Social & Science, Education or English major or related major to the job
- 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

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

Cập nhật gần nhất lúc: 2025-08-20 06:25:02