Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)

CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL

Địa điểm làm việc: Hà Nội

Hết hạn: 04/12/2024

Chi tiết công việc
Giới thiệu công ty

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Mô tả công việc

As a Customer Service Supervisor, you will work from Monday to Friday and you can choose 01 of 02 work time as below:
Night Shift 1: 8:00 PM to 5:00 AM
Night Shift 2: 11:00 PM to 8:00 AM
Maintain and develop internal quality standards.
Assess support interactions (calls, email, chat messages) based on established quality standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
Participate in calibration sessions to maintain consistency in internal evaluations.
Map the need for training and onboarding programs and initiate these projects.
Create reports that reflect agent performance.
Some other duties as required by the Senior Manager/Director.

Yêu cầu

Diploma/Bachelor's Degree.
5+ years of experience in the similar roles.
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
Desired qualities include an outgoing personality and an outstanding attendance record.
Effective multitasking, prioritization, and time management skills.

Quyền lợi

Softel Solutions offers more than just a job; it's a chance to build a meaningful career within an iconic US brand while gaining valuable experience. Opportunities to learn American cultures and master your English as native American English-speaking
Unbeatable base salary from 19M-23M/month with the potential bonuses and incentives. (We can negotiate further based on your qualifications).
Work 5 days a week and 8 hours a day.
12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
Quarterly & Annually Performance-based Bonuses & Sales commission:
Huge Sales Incentives: Earn commissions from device upgrades, data top-ups, cross-sales, and plan upgrades
KPI Bonuses: Based on customer satisfaction (70%), attitude, team spirit, and innovative ideas contributions (30%)
Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor/Manager, Director.
Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
Join us at HTH Communications and be part of a dynamic and winning team where your career growth matters!

Thông tin khác

Địa điểm làm việc
- Hà Nội: Tầng 2, toà nhà HTP, 434 Trần Khát Chân, phường Phố Huế, Hai Bà Trưng
Thời gian làm việc
Thứ 2 - Thứ 6 (từ 20:00 đến 05:00)
Thứ 2 - Thứ 6 (từ 23:00 đến 08:00)

Thông tin chung

Ngày hết hạn: 04/12/2024
Thu nhập: 19 - 23 triệu

Giới thiệu công ty Xem trang công ty

Công ty viễn thông lớn tại Mỹ, có 4 nhà mạng lớn tại Mỹ là NewPhone, Cintex, Airtalk. Airvoice phủ sóng khắp nước Mỹ. Softel Solutions là công ty con tại Việt Nam

Quy mô công ty

Từ 26 - 100 nhân viên

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