Customer Service Team LeaderfreeC's Client

Job Description:

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

Job Requirement:

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
Result- oriented, problem solver, analytical skill, and customer- focused
Disciplined and high motivated to motivate and encourage team for improvement
Experience in Tourism/Hospitality/Aviation/Accommodation
Experience in BPO

Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
Promotion opportunities
Periodical bonus: twice/year
Position promotion, salary increase: once/year
13th month salary
Insurances followed Vietnamese Labor Law
Bonuses, gifts for Holidays
Activities: Birthday party, Employee engagement activities
Monday to Saturday (9am – 6pm)

Cập nhật gần nhất lúc: 2025-06-12 19:45:03