Customer Service Supervisor

● Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.

● Highly involving in identifying agent gaps and offer prevention plan accordingly

● Responsible for monitoring CS agents in terms of quality and quantity t

● Handling escalation cases from customers

● Handling and taking full responsibilities for escalation cases from client

● Taking full credits to train/retrain CS agents to sustain service quality and quantity

● Making sure all team members are actively involved activities Service Improvement and Motivation Program.

● Providing Performance Reports and analysis

● Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.

● Developing personal performance and team members training, briefings, seeking information latest, and others.)

● Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments.

● Carry out all the above activities in accordance KPI set by the company

●      Minimum of 3-year experience related to flight.

●      Ability to effectively manage cross-functional projects.

●      Experience in BPO industry and having OTA exposure is a plus.

●      Experience as team lead, supervisor, or manager desired.

●      Experience in managing to performance targets desired.

●      Experience working with a 24-hour operation desired.

●      Demonstrated problem-solving skills, strategic and analytical capabilities.

●      Good communication in English and Vietnamese.