Customer Service Team LeaderCông Ty Cổ Phần BE GROUP
Nơi làm việc: Hồ Chí Minh
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, Quản lý điều hành, Lương cao, Dịch vụ
Thu nhập: Thoả thuận
Hình thức: Toàn thời gian
Ngày đăng: 25/10/2024
Hạn nộp: 30/11/2024
Mô tả công việc
Job Responsibilities:
Manage team performance through monitoring, giving agents advice to handle Customers' queries while they cannot handle on their own.
To reduce handling time and improve the first contact resolution metric, provide layers the authority to handle complaints and inquiries.
Ensure daily performance to meet the SLA, AHT, productivity, and other KPI metric targets.
Delegate tasks and responsibilities to team members in lower positions to guarantee that all assignments are completed on time, with good results.
Maintain regular, accurate updates to the daily and weekly reports.
Report any difficulties that influence the operation or the experiences of customers to the CS Manager right away, and proactively come up with suggestions and answers to fix operational concerns.
Make daily and weekly reports accurately to update promptly the current situation of CS team.
Liaise with other relevant departments to optimize the procedures.
Set up meetings with the team to coach, inspire, and provide guidance for the growth of the team.
Work closely with TQA to plan beginner training programs and refresher courses to ensure the team's performance.
Guide & orient lower-layers agents to follow through the goals and action plans.
Other ad hoc duties allocated by the Line Manager.
Manage team performance through monitoring, giving agents advice to handle Customers' queries while they cannot handle on their own.
To reduce handling time and improve the first contact resolution metric, provide layers the authority to handle complaints and inquiries.
Ensure daily performance to meet the SLA, AHT, productivity, and other KPI metric targets.
Delegate tasks and responsibilities to team members in lower positions to guarantee that all assignments are completed on time, with good results.
Maintain regular, accurate updates to the daily and weekly reports.
Report any difficulties that influence the operation or the experiences of customers to the CS Manager right away, and proactively come up with suggestions and answers to fix operational concerns.
Make daily and weekly reports accurately to update promptly the current situation of CS team.
Liaise with other relevant departments to optimize the procedures.
Set up meetings with the team to coach, inspire, and provide guidance for the growth of the team.
Work closely with TQA to plan beginner training programs and refresher courses to ensure the team's performance.
Guide & orient lower-layers agents to follow through the goals and action plans.
Other ad hoc duties allocated by the Line Manager.
Yêu cầu
Jobs Skill & Qualifications:
2 years of experience in comparable roles in the transportation business, food technology, e-commerce, or related fields
Problem-solving, goal-oriented, customer-centric, detail-oriented, effective communication, and especially high accountability and responsibility are necessary abilities.
Data-driven and analytical skill
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Experience in using CRM software (Zendesk, Salesforce,...) is an advantage
MS Office skill (Word, Excel, PowerPoint, Forms...) and Google skill (Google spreadsheet, Google Docs, Google Presentation,...)
Work well under pressure and follow through on items to make sure the completion
Be familiar with 247 service and be available for checking and supporting urgent cases
Good English communication skills
2 years of experience in comparable roles in the transportation business, food technology, e-commerce, or related fields
Problem-solving, goal-oriented, customer-centric, detail-oriented, effective communication, and especially high accountability and responsibility are necessary abilities.
Data-driven and analytical skill
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Experience in using CRM software (Zendesk, Salesforce,...) is an advantage
MS Office skill (Word, Excel, PowerPoint, Forms...) and Google skill (Google spreadsheet, Google Docs, Google Presentation,...)
Work well under pressure and follow through on items to make sure the completion
Be familiar with 247 service and be available for checking and supporting urgent cases
Good English communication skills
Quyền lợi
13th salary
Laptop provides
Social Insurance
Medical healthcare
Annual health check
15 days annual leave
Transportation fee (BE's services)
Performance bonus
Holiday bonus
Team Building and many engagements activities.
Laptop provides
Social Insurance
Medical healthcare
Annual health check
15 days annual leave
Transportation fee (BE's services)
Performance bonus
Holiday bonus
Team Building and many engagements activities.
Thông tin khác
Địa điểm làm việc
- Hồ Chí Minh: 28bis Mạc Đĩnh Chi, Quận 1
Cấp bậc
Trưởng nhóm
Kinh nghiệm
Không yêu cầu kinh nghiệm
Số lượng tuyển
1 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
- Hồ Chí Minh: 28bis Mạc Đĩnh Chi, Quận 1
Cấp bậc
Trưởng nhóm
Kinh nghiệm
Không yêu cầu kinh nghiệm
Số lượng tuyển
1 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
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Công Ty Cổ Phần BE GROUP việc làm
146 Nguyen Dinh Chieu, Ward 6, District 3, Ho Chi Minh
Quy mô: Từ 101 - 500 nhân viên
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Vị trí Customer Service Team Leader do công ty Công Ty Cổ Phần BE GROUP tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thoả thuận, tìm thêm việc làm về Customer Service Team Leader hoặc công ty Công Ty Cổ Phần BE GROUP ở các link phía trên
Giới thiệu công ty
Công Ty Cổ Phần BE GROUP việc làm
146 Nguyen Dinh Chieu, Ward 6, District 3, Ho Chi Minh
Quy mô: Từ 101 - 500 nhân viên