Customer Service Team Leader

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

- Be familiar with 247 services and be available for checking and supporting urgent cases
- Data-driven and analytical skill
- MS Office skills (Word, Excel, PowerPoint, Forms...) and Google skills (Google spreadsheet, Google Docs, Google Presentation, …)
- Problem-solving, goal-oriented, customer-centric, detail-oriented, effective communication, and especially high accountability and responsibility are necessary abilities.
- Good English communication skills is a plus
- Work well under pressure and follow through on items to make sure the completion
- Education: Bachelor ‘s degree of Business Administration or a related field
- 2+ years of experience in comparable roles in the transportation business, food technology, e-commerce, or related fields
- Working time: 6 days/week, 8 working hours/day; or that which may be required for completion of your work
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Experience in using CRM software (Zendesk, Salesforce, …) is an advantage

KPI Bonus ...

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Cập nhật gần nhất lúc: 2022-11-09 18:22:04