Customer Service Supervisor (Giám Sát CSKH)

Manage CS Team’s daily operations (50%):

Agents’ performance monitoring
Support recruitment (new or replacement) process: searching candidate; conducting interview & evaluation; preparing service contract, agents’ monthly incentive calculation
Walk- in customer serving when needed,
TAT control/FCR Control/ QA control
Call flow & dropped call real- time monitoring,

Training responsibilities (25%):

Conduct some customer service skills training and quality improvement training to other departments, if required;
At least annually for whole CS’s soft skills training and semi- annually refresh technical training (new joiner training is a must)
Conduct knowledge testing for CS team on quarterly basic.
Organize/support both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff;

Report & Others (25%):

Be a good back up for CS Team Head
Do regular/ad- hoc reports
Keep up- to- date on new or enhanced products/services to maintain a high- quality service with accurate information providing to customer
Systems enhancement/testing when needed.
Other assigned tasks by CS Team Head/Head of Customer Service Center

Qualification

University graduated. Economics, Finance or Banking is preferable.

Experience

At least 3 years of management experience in customer service/call center or related industries

Knowledge

Customer service oriented & Having knowledge/experience in dealing with customer, Customer service or service industries
Understanding about SVFC&039;s products
Manual/procedures/process building up
Having rich experience in complaint handling, dealing with both internal & external customers (face- to- face & other communication channels)
Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team
Vietnamese & English- advanced

Skills

Relationship building & teamwork
Conflict management
Good Analysis & reporting skills
Attention to detail and quality orientation
Carefulness, perseverance, motivation and self motivation
Coaching, training, mentoring, interview skill
Proficient in MS Office (Word, Excel, Power Point,...)
Agility and adaptability
Procedures/process/guideline,... building up
Familiar with CRM system/call center

Attractive salary and bonus
Friendly and dynamic working environment
Professional qualification sponsorship, online course sponsorship, language sponsorship: English, Korean
Engagement and outdoor activities
Social insurance
Premium health insurance
Annual leave: 16- 18 days

Cập nhật gần nhất lúc: 2024-04-30 06:40:33