Customer Service Supervisor, Night Shift US Market

Hours of working: 8 hours shift Mon–Fri during customer service hours, Night Shift in Vietnam:

You can choose 1 of the following 2 options:
r Night Shift 2: 11:00 PM- 8:00 AM Vietnam Time
Night Shift 1: 8:00 PM- 5:00 AM Vietnam Time
Note: During Winter Time in the US (Daylight Saving Time- starts on the second Sunday in March and ends on the first Sunday in November), the time frame will be offset by 13 hours (UTC Timezone).
Working Location: CSR’s Office Address: HTP Building, No. 434 Tran Khat Chan, Hai Ba Trung District, Hanoi.

What you will do:

Analyze both individual and team performance daily to manage overall sales and service levels.
Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
Maintains a solid understanding of the current products and services being offered in order to ensure customer satisfaction
Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
Verifies and approves customer and agent orders; handles complaints and provides solutions
Assist in staff evaluations and performance reviews
Set both sales and performance goals for agents.
Maintain up- to- date knowledge of industry developments.
Assists management with the company’s day- to- day carrier operations activities
Some other duties as required by the Senior Managers/Director.
Responds to customer inquiries; reviews responses; gathers and researches information; assemble and forward information; verify customer&039;s understanding of information and provides resolution
Support in hiring, training, and managing staff including scheduling and payroll
Record agent and team statistics, and prepare reports for Management.
Analyze call center and Live Chat performance data and prepare and interpret associated reports

5+ years of experience in the management/leadership roles.
Demonstrated self- starting capability, working independently with punctuality and attention to detail; adept at multitasking with strong work ethic.
Diploma/Bachelor’s Degree.
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
Effective multitasking, prioritization, and time management skills.
Desired qualities include an outgoing personality and an outstanding attendance record.

Project bonus and salary review according to the work quality.
The professional training programs at the beginning, are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
100% of Customers are in the US, and the company environment uses and improves English extremely well.
Attractive Salary.
Opportunity to travel and on- site work in the US.
12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.

Cập nhật gần nhất lúc: 2024-08-20 12:15:03