Mô tả công việc
Lead and manage daily inbound customer service operations.
Coach, motivate, and develop Customer Service Agents.
Monitor team performance, quality, productivity, and SLA/KPI achievement.
Handle customer escalations, improve service quality
Ensure compliance with operational processes and quality standards.
Manage workforce planning, operational reporting, onboarding, and training support activities.
Yêu cầu
Bachelor's degree or above.
Minimum 5 years of experience in customer service, contact center, shared services, or BPO environments.
Minimum 2 years of people management experience at the Team Lead or Supervisor level.
Strong leadership, communication, coaching, and stakeholder management skills.
Experience with CRM and contact center systems is an advantage.
Malay: Native or near-native proficiency.
English: Advanced professional proficiency.
Additional ASEAN language skills are an advantage (Mandarin, Thai, Tagalog, Bahasa Indonesia, or Vietnamese).
Experience supporting ASEAN regional customers or experience in multinational or multicultural environments is preferred.
Thông tin chung
Nơi làm việc
- Vietnam, Ho Chi Minh City