Customer Service Team Leader

CÔNG TY CỔ PHẦN TIKI

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 10/01/2022

Chi tiết công việc
Giới thiệu công ty

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Job Description

Responsibility

As a Customer Service Team leader, your will directly supervise a team of 15-20 front line employees to ensure the highest quality of service possible through providing excellent solutions for customer's inquiries/incidents, assigning work to the team and setting priorities to ensure efficiency and productivity while serving our customers in a professional and positive manner.

Manage the day to day operation within your assigned team including process escalating, quality checking and staffing needs
Improve the customers' experiences by understanding and focusing on demand management, measuring how the team are doing and driving the necessary actions for improvement
Ensure customer expectations are achieved/exceeded through excellent customer service
Support the agents on providing accurate, efficient resolutions to complex escalated customer issues.Identify, remove obstacles (if needed), then frames and escalates issues to related departments if they cannot be resolved quickly.
Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals
Support individuals to achieve their personal goals including goal setting, development planning, performance evaluations, performance improvement, motivation and recognition
Support effective communication across the departments and creating a positive work environment.
Create an effective team by motivating, solving problems and dealing with conflict
Provide regular, transparent feedback and reporting on team performance to Manager/Head of Department

Desired Skills, experience and qualification

Minimum of 2-3 years customer service experience, with at least one year in team lead/supervisor experiencein a Call Center environment
Proactive attitude, hardworking, methodical and very structured, able to work both independently and within a team
Excellent verbal and written communication skills - both Vietnamese and English, as well as Microsoft Office.
Skills in listening, problem solving, conflict handling as well as analysis, planning, management of competing priorities to meet multiple deliverables and deadlines,creativity in seeking new and better solutions, and forward thinking
Ability to learn and adapt in a fast moving environment. Familiarity with Ecommerce is a plus.
Experience in team management with strong leadership skills driven by achieving/exceeding predetermined company targets and KPI's.

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Thông tin chung

Ngày hết hạn: 10/01/2022
Thu nhập: Negotiation

Giới thiệu công ty Xem trang công ty

Tiki viết tắt của "Tìm kiếm & Tiết kiệm", hiện là trang mua sắm trực tuyến đáng tin cậy nhất trong lĩnh vực thương mai điện tử tại Việt Nam.
Tiki còn được biết đến với dịch vụ TikiNow mang đến trải nghiệm nhận hàng nhanh trong 2 giờ duy nhất tại Việt Nam hiện nay. Tiki hiện đang cung cấp hơn 500,000 sản phẩm của hơn 6,500 thương hiệu uy tín, đáp ứng nhu cầu mua sắm đa dạng của khách hàng từ Sách, Sản phẩm điện tử, Dịch vụ số, Hàng gia dụng, Mẹ & Bé, Thời trang, Làm đẹp & Chăm sóc sức khỏe, cho...

Quy mô công ty

Từ 1000 - 5000 nhân viên

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