CUSTOMER SERVICE SUPERVISOR (CALL/CONTACT CENTER)

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

  1. Work location: Ho Chi Minh
  2. Industry: Sales / Business Development
  3. Job level: Team Leader / Supervisor
  4. Job type: Permanent
  5. Salary: Competitive

 

Job description

Fully take responsible for Inbound team in Shopee Call Center. The following points is what CS Supervisors must:

- Support the Customer Service Manager (CSM) in achieving business goals.

- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.

- Build team spirit for a team with 50 members Process designer

- Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.

- Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.

- Assist CSR's in exceeding customer expectations through excellent customer service.

- Provide regular, transparent feedback and reporting on CSR performance to the CSM.

- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs

- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement

- Identify risks and provide immediate action plans during sudden incident

- Coordinate with other teams/ departments to achieve company's business goals

Job Requirement

- Minimum 1 years of experience in supervisor role (specialized in Call Center). Or 3 years in Team leader level

- Good at English

- Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset

- Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving.

- Work independently and proactively take on new responsibilities where most needed.

- Good at data and report to control backlogs & performance

Required Job Skills

operations training csr forecasting english planning communication presentation

Other Information

QUYỀN LỢI ĐƯỢC HƯỞNG

Performance review: once a year + Bonus, 13th Salary.

Annual company trip and team building

A fully employee- care benefit system.

Company Overview

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM
Pico Plaza – 4th floor, 20 Cong Hoa street, Ward 12, Tan Binh Dist., HCM, Vietnam
https://www.trans-cosmos.com.vn/
Company size: 100 - 499

Công ty Transcosmos Vietnam là cty vốn 100% Nhật Bản thành lập văn phòng chi nhánh tại TpHCM vào tháng 10/2015. Chúng tôi cung cấp các dịch vụ BPO cũng như dịch vụ chăm sóc khách hàng cho thị trường trong và ngoài Viêt Nam.

Về dịch vụ BPO, chúng tôi triển khai dịch vụ Offshore hỗ trợ khai...

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