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[Hn] Customer Service Team Leader

[HN] Customer Service Team Leader

CÔNG TY TNHH TMZ

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Mô tả công việc

Responsible for leading the team to provide superior support to customers, partners, and internal teams
Responsible for supporting team members on customer escalations
Perform team members management duties including recruitment, staff development, team building and performance reviews. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction.
Identify trends and opportunities to improve customer experience and operational efficiency
Ensure customers support cases are handled, exceeding expectations in a timely manner within the agreed SLAs
Maintain a high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action.
Participate in business/project planning with other functional teams to ensure readiness for customer support including processes, systems and policies requirements
Translate high-level organizational goals into team and individual goals for staff
Monitor team performance and ensure that all SLAs and performance metrics are met and take appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage

Yêu cầu công việc

Proficient in English (Speaking and Writing Skills)
Excellent written and verbal communication skills with a professional tone.
Ability and desire to deliver exceptional levels of Customer Service
The heart and passion for our customers and the ability to exude client satisfaction
Must have knowledge of customer service standards and procedures
Able to parse feedback and contribute to the product or working process by suggesting feature requests based on your knowledge of customers.
Able to use Help Desk software such as Freshdesk, Zendesk, etc. Otherwise, proficient using technology and software is a must
Experienced candidates in the fields of retail, e-commerce, startup are more preferable.
Must have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independently
Must have the ability to handle conflict positively and work in a fast-paced environment
Proven problem solving and multitasking skills
Flexible and willing to work at nights and weekends when needed.
Must have the ability to coach and reinforce confidence and skill levels of other Team Members

Quyền lợi

Competitive salary, from 12-20 mil depending on your experience and abilities.
1–2-month salary as annual performance bonus.
Opportunities to learn and gain more experiences in a company with great potential for future growth
Benefit from preferential regimes according to the company's policy
Participate in team-building activities and annual travels.
Dynamic, flexible, and friendly working environment.
Working with a team full of young and passionate talents.
Flexible working hours, no dress code. Working remotely according to the company’s policy.
Traveling with the company every year.

Cập nhật gần nhất lúc: 2020-08-06 08:40:02

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