CSM - Trưởng phòng DVKH Nộp hồ sơ



Người đại diện: Linh Nguyen

Địa chỉ: 104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.

Số điện thoại: Đăng nhập để xem số điện thoại

Email: Đăng nhập để xem email

Hạn nộp : 30/06/2021

Lượt xem : 102


About the role:    We are looking for a customer-centric individual with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the CEO. The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses.  Main Responsibilities: Day-to-day: Lead and manage a team of up to 10 agents, including in-house and outsourced employees Manage workflow, escalations and effectively delegate workload across the team Maintain and improve day to day operations  Identify and resolve problems raised by agents  Track employees' performance, and attendance  Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.   Solve complex customer service issues and proactively prevent negative service trends  Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters  Quality assessment/review:  Design quality assessment scorecards & processes  Implement quality assessment on all agents on a weekly/monthly basis. Monitor and improve customer inquiry resolution quality  Create development plans for agents with low-quality scores Identify and eliminate root cause barriers to accuracy, productivity, and quality Customer satisfaction management: Ensure core satisfaction metrics are measured and analyzed on a regular basis  Collect customer insights from various channels and provide feedback to responsible departments     Risk management:    Detect, measure, and analyze operational risks  Create risk reports and provide insights for other business stakeholders and CEO Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses  Long term: design reports and work with engineering to build risk monitoring dashboard as needed    Team management: Evaluate performance of the team on a regular basis  Develop, coach, and support individuals at all stages of their career Interview, onboard and train new employees  Plan, assign and direct work;  Reward and discipline employees;  Provide effective conflict resolution Design and carry out employee training programs based on market trends, and business needs.  Ensure team culture is in line with the vision, mission and core values of the company.  Qualifications: Bachelor’s Degree or higher. 6-8 years of experience in customer service with a minimum 3 years in managerial role, preferably in the ecommerce space, working with english speaking customers.  Experience setting up and working with customer service softwares  Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus An excel expert Knowledge of industry’s best practices.  Solid understanding of customer behaviors. Ability to work under pressure involves dealing with constraints might be outside of your control Excellent English communication with a focus on reading, writing and perfect grammar skills  Proficiency with task and project management tools such as Jira, Asana, Trello, etc. Benefit package:   Competitive salary and benefits 12 days of paid annual leave 13th month salary Team building activities Personal Laptop Other benefits in accordance to Company's Policy and Vietnam Labor Laws

- Mức lương: Thương lượng

- Ngành nghề: Ngành nghề khác

- Vị trí công việc: Nhân viên

- Loại công việc: Toàn thời gian

- Địa điểm: Hải Châu

- Số lượng tuyển: 1

Yêu cầu công việc

- Giới tính: Không yêu cầu

- Kinh nghiệm: năm

- Độ tuổi: 22 - 45

- Trình độ học vấn:

- Ngoại ngữ: - Không yêu cầu

- Hình thức nộp hồ sơ: Mọi hình thức

- Ngày nhận việc: Nhận việc ngay

- Hạn nộp hồ sơ: 30/06/2021

Chế độ phúc lợi

Mức lương: Thương lượng

Chế độ thai sản: 6 tháng

Nghỉ phép/năm: 12 ngày

Lương tháng 13

Thưởng Tết/Lễ

Phụ cấp ăn trưa

Phụ cấp xăng xe

Du lịch/Nghỉ mát

Bảo hiểm y tế

Bảo hiểm xã hội

BH thất nghiệp

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