Customer Service Team Leader – Salary Up To 20,000,000 VND – Office Hours

Ensure all agents are achieving their daily KPI’s in qualitative metrics
Monitor scoring KPI statistics
Isolate and identify areas of improvement on members performance
Monitor daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Accept and process special requests from customers as per SOPs
Manage routing and payment method enablement as per available inventory defined by SOPs
Ensure all cases are solved within the required timeframe following the company’s SOPs
Handle major incidents that cannot be resolved by agents
Manage recurring meetings with team(s) to review performance

Bachelor&039;s degree or equivalent
Fluent in English
Have 1+ year experienced as Customer Service Team Lead position
Have knowledge of KPIs metric in CS Contact Center
Demonstrated problem- solving skills, strategic and analytical capabilities
Disciplined and high motivated to motivate and encourage team for improvement
Result- oriented, problem solver, analytical skill, and customer- focused

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Cập nhật gần nhất lúc: 2025-09-08 03:30:03