Call Center/ Customer Service Staff (Non-voice)

Mô tả Công việc
1. Team Management:
- Being the person who is in charged ofhandling inquiries from channels: Email/ Daikin VietnamApplication/Homepage/ Facebook/ Official Zalo/ System Integrated & manyFeatures to support directly SS/technician/dealers/ other depts in CallCenter, as "Lead Team Non voice channels"
- Being the person who works directly withthe supervisor of Service Center/ connect directly to PIC from otherdepartments to make smooth process in operation.
- Being the person who works directly withQuality Control Team in Call center to push Call agent improvement.
- Deploy the requirements of the management to other teams exactly & specifically.
- Record problems arising from teams andoffer solutions or ask consultation from leader (if necessary).
- Check the operation process of the teams& raise proposal to make adjustment (if necessary).
- Check operation, KPIs monthly & reportmonthly to Call management.
2. KPI Management:
- Control and monitor Call Center dispatchtime during the day and make necessary, timely adjustments.
- Control agents coordination by team toachieve KPI.
- Ensure quality for answering content forchannels in charged about: accuracy, timely.
- Implement assigned reports.
3. Training Planning:
- Discuss & follow with Quality ControlTeam to check & make adjustment for effective operation.
- Support training team tobuild suitable training content & plan.