CUSTOMER SERVICE TEAM LEADER (CALL CENTER)

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

  1. Work location: Ho Chi Minh
  2. Industry: Customer Service
  3. Job level: Team Leader / Supervisor
  4. Job type: Permanent
  5. Salary: Negotiable

 

Job description

  • Ensuring all agents are achieving their daily KPI’s in qualitative metrics;
  • Monitoring scoring KPI statistics;
  • Isolate and identify areas of improvement on members performance;
  • Monitoring daily reports from the supervisor
  • Provide leadership, guidance, and support to the team members
  • Manage refreshment & training to agents
  • Handle major incidents that cannot be resolved by agents
  • Identify & escalate issues to the related teams when out of the scope of this department;
  • Finding issues among members related to productivity and problem-solving;
  • Accept and process special requests from customers as per SOPs;
  • Interface with customers on refunds, providing explanations and processing;
  • Manage recurring meetings with team(s) to review performance;
  • 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;
  • Report fraud to the company’s risk team;
  • Report any product error findings to related product/engineering teams

Job Requirement

  • At least 1-year experience in leading a team in Call center environment 
  • Good at English both written and spoken
  • Have experience with payment/refund processing is a plus
  • A strong understanding of customer service principles
  • 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;

Required Job Skills

service agents monitoring leadership training routing inventory fraud english

Other Information

  • Attractive Salary and Benefits
  • 13th-month salary, Social insurance, annual leave, recompense (holidays, Tet)
  • Extensive coaching and training
  • Performance appraisals every year
  • Annual health checkup
  • Compliance fully to Vietnam labor code
  • Company trip, team-building events

And much more, join us and let yourself explore other fantastic things!