MÔ TẢ CÔNG VIỆC
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.
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
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
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
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.
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.
Competitive salary and benefits
12 days of paid annual leave
13th month salary
Team building activities
Other benefits in accordance to Company's Policy and Vietnam Labor Laws
- Mức lương:
- Vị trí công việc:
- Loại công việc:
Toàn thời gian
Yêu cầu công việc
- Giới tính:
Không yêu cầu
- Ngoại ngữ:
- Không yêu cầu
- Hình thức nộp hồ sơ:
Mọi hình thức
- Ngày nhận việc:
Nhận việc ngay
- Hạn nộp hồ sơ:
Chế độ phúc lợi
Chế độ thai sản:
Lương tháng 13
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