Customer Service Team Leader

Job Responsibilities:

Other ad hoc duties allocated by the Line Manager.
Report any difficulties that influence the operation or the experiences of customers to the CS Manager right away, and proactively come up with suggestions and answers to fix operational concerns.
Work closely with TQA to plan beginner training programs and refresher courses to ensure the team&039;s performance.
Delegate tasks and responsibilities to team members in lower positions to guarantee that all assignments are completed on time, with good results.
Set up meetings with the team to coach, inspire, and provide guidance for the growth of the team.
Guide & orient lower- layers agents to follow through the goals and action plans.
Manage team performance through monitoring, giving agents advice to handle Customers’ queries while they cannot handle on their own.
Make daily and weekly reports accurately to update promptly the current situation of CS team.
Liaise with other relevant departments to optimize the procedures.
Maintain regular, accurate updates to the daily and weekly reports.
To reduce handling time and improve the first contact resolution metric, provide layers the authority to handle complaints and inquiries.
Ensure daily performance to meet the SLA, AHT, productivity, and other KPI metric targets.

Jobs Skill & Qualifications:

2 years of experience in comparable roles in the transportation business, food technology, e- commerce, or related fields
Experience in using CRM software (Zendesk, Salesforce,...) is an advantage
Work well under pressure and follow through on items to make sure the completion
Ability to lead team in multi- tasking, prioritization, and meeting timelines on deliverables
Problem- solving, goal- oriented, customer- centric, detail- oriented, effective communication, and especially high accountability and responsibility are necessary abilities.
Data- driven and analytical skill
MS Office skill (Word, Excel, PowerPoint, Forms...) and Google skill (Google spreadsheet, Google Docs, Google Presentation,...)
Be familiar with 247 service and be available for checking and supporting urgent cases
Good English communication skills

Laptop provides
Medical healthcare
Team Building and many engagements activities.
13th salary
15 days annual leave
Social Insurance
Annual health check
Holiday bonus
Performance bonus
Transportation fee (BE&039;s services)

Cập nhật gần nhất lúc: 2024-10-27 07:35:03