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Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)
CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL
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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.
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.
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!
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)
- 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)
Giới thiệu công ty
CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL việc làm
D12 BT04 Khu Đô Thị Việt Hưng, Phường Giang Biên, Quận Long Biên, Thành phố Hà Nội.
Quy mô: Từ 26 - 100 nhân viên
Việc làm tương tự
Nhân Viên Chăm Sóc Khách Hàng Logistics
Công ty TNHH Yusen Logistics (Việt Nam)
Thỏa thuận
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02/05/2025
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28/04/2025
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Vị trí Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ) do công ty CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL tuyển dụng tại Hà Nội, Joboko tự động tổng hợp mức lương 19 - 23 triệu, tìm thêm việc làm về Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ) hoặc công ty CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL ở các link phía trên
Giới thiệu công ty
CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL
Địa chỉ: D12 BT04 Khu Đô Thị Việt Hưng, Phường Giang Biên, Quận Long Biên, Thành phố Hà Nội.
Quy mô: Từ 26 - 100 nhân viên