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Mô tả công việc
Business management:
Make sure the team meets MS KPI.
Make sure the team follows the compliance and security policies.
Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
Review cases daily and find out the problems to make sure customer issues are well resolved.
Follow up on the progress of each case in time to ensure effective actions are taken.
Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
Collect data and create reports to meet business needs
Managing Collaborative Activities:
Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems.
Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
Work with Microsoft to get effective support on critical and complex issues.
Business Communication:
Maintain good business relationships with customers.
Participate in customer-facing business review meetings to gather feedback and resolve issues.
Drive the negotiation, creation, execution and modification of business processes and procedures.
Yêu cầu
Proficient in English (4 skills) Willing to work rotating night shifts.
At least 3 years of experience in the same role in the BPO industry.
Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for the team.
Excellent presentation skills.
Excellent customer service awareness.
Ability to train and mentor, experience in quality monitoring and improvement.
Quyền lợi
Offered salary from 30,000,000 VND GROSS
30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
Salary at 100% during the probationary period 90% contribution of the gross salary to social insurance
Full working equipment will be provided 20 days leave (12 days of annual leave and 8 days of sick leave)
Annual Health Checkup Activities: Birthday party, Employee engagement activities
Bảo hiểm xã hội, Khám sức khỏe định kỳ
Thông tin khác
Thời gian làm việc
Thứ 2 - Thứ 6 (từ 08:00 đến 17:00)
Working time: Rotation Shift, including: 5 days a week, 9 hours per day, including 8 working hours and 1 hour for rest
Thông tin chung
- Ngày hết hạn: 26/04/2025
- Thu nhập: Thoả thuận
Nơi làm việc
- - Hà Nội: Tầng 4 Tòa nhà Lancaster Luminaire, Số 1152-1154 Đường Láng, Phường Láng Thượng, Quận Đống Đa, Hà Nội, Đống Đa
- - Hồ Chí Minh: The Sun Avenue Building, 28 Mai Chi Tho Street, Quận 2
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these...
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