Customer Service Officer

Job Summary:
• To assist CS Team Lead in managing daily works, give comment(s)/ideas(s) or identify opportunities for quality improvement, and developing initiatives/project/system enhancement
• To deal with internal customers (All departments) and external customers (customers, business partners) in order to get the assigned work(s) done and meet CS's KPIs
• To assist Team Lead in monitoring and coaching CS staffs to upgrade their skills level then supporting to build Customer Centric Culture as always giving the customers top highest priority, to think beyond standard services.
• To periodically review, update, develop all related processes, manuals, workflows and do regular/ad-hoc reports
Key Roles & Responsibilities:
1. Manage CS Team's daily operations (60%):
• Call flow & dropped call real-time monitoring,
• Walk-in customer serving when needed
• Agents' performance monitoring
• TAT control/FCR Control/ QA control
• Support team handling IB and chat channels when needed
• Support team handling customer's complicated complaint
2. Training responsibilities (20%):
• Support coaching and training both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff;
• Conduct some customer service skills training and quality improvement training to other departments, if required;
3. Report & Others (20%):
• Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
• Do regular/ad-hoc reports
• Systems enhancement/testing when needed.
• Be a good back up for CS Team Lead
• Other assigned tasks by CS Team Lead/Team Head of Customer Service Center