WHAT YOU WILL BE DOING:
Customer Service Tasks:
Continuously follow, maintain, and update SOPs.
Adhere to established workflows, Standard Operating Procedures (SOPs), and other tasks promptly, accurately, and consistently.
Manage customer inquiries and provide support for product or service- related issues, technical problems, and account inquiries.
Participate in internal audits and quality checks to ensure team and individual work quality.
Team Management Tasks:
Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team- related issues and proactively escalate issues to higher management when necessary.
Generate reports and metrics on team performance and management for direct management’s review.
Ensure team members comply with quality standards and meet performance metrics.
Perform other ad- hoc tasks as assigned by management.
Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
WHAT WE ARE LOOKING FOR:
Must Have:
Demonstrates a willingness to continuously learn and adapt to new conditions.
Proficient in using Outlook, Excel, and Adobe Acrobat.
Possesses a minimum of 2- 3 years of experience in Customer Service.
Demonstrates an excellent command of English communication (both written and verbal) to facilitate training and maintain regular communication/reporting with the client’s team.
Exhibits a strong sense of urgency and the ability to multitask effectively.
Nice to have:
Previous experience in team management positions is preferred.
WORKING HOURS: Mon – Fri, 2PM – 11PM
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
