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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:
• 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
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:
• 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
Thông tin chung
- Ngày hết hạn: 19/09/2021
- Thu nhập: Thỏa thuận
Giới thiệu công ty
Xem trang công ty
Husble is a cross border ecommerce startup specializing in print-on-demand merchandise, fueled by creativity and technologies.
Started in 2016 with a $5000 personal investment from our founder Viet Nguyen, Husble today is one of the fastest-growing cross-border ecommerce startups in Vietnam. Our...
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