Customer Service Supervisor

Job Summary:

To manage Customer Service (CS) Team to make sure providing an efficient and high- quality service to customer to satisfy customers (both internal & external) needs and expectations within company&039;s procedures/guidelines and ensure quality of work by leading the team to achieve assigned KPIs
Periodic review, update, develop all related processes, manuals, workflows and regular and ad- hoc reports.

Key Roles & Responsibilities:
Manage CS Team’s daily operations (55%):

Call flow & dropped call real- time monitoring,
Walk- in customer serving,
Email, Zalo chat contact channels,
TAT control, and do following up over TAT cases with related Departments;
To collaborate with other Departments (internal customer) to determine best practice for the delivery of team service and customers, business partners (external customer) to get the assigned works done and meet CS’s KPIs
First call resolution (FCR) control
Random check CSM tickets’ logging content,

Enhancement & Development (35%):

Responsible for productivity and quality of customer service as well as staff performance
Keep up- to- date on new or enhanced products/services to maintain a high- quality service with accurate information providing to customer
To develop team members’ initiatives/project/system enhancement

Others & Report (5%):

Other assigned tasks by Head of Customer Service Center/Division Head.
Do regular/ad- hoc reports
Significant complaint handling in case of needed.

Qualification

• University graduated. Economics, Finance or Banking is preferable

Work Experience

• Over 5- year- experience in Customer Service or Call Center,• Over 3- year- experience of team management

Knowledge

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

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

Benefits:- Social insurance- Premium health insurance for employees and their related persons- Annual health check- Competitive salary- Attractive Bonus (monthly / yearly bonus, incentive)- Guaranteed 13th month salary- Annual salary review
Colleagues:- Friendly and dynamic working environment
Annual leave:- 14 – 20 Days of annual leave- 3 days of sick leave with pay- Get 1 additional annual leave for each 5 full years of service
Other extras:- Vietnam company trip- Engagement and outdoor Quarterly/Yearly Employee Recognition- Long service award: 5 years, 10 years, 15 years activities (birthday, football, charity etc)

Cập nhật gần nhất lúc: 2025-01-04 20:05:03