Recruit Customer Service Manager tại Đà Nẵng - Husble Ltd

Thông tin tuyển dụng
Mức lương:
Thỏa thuận
Địa điểm:
Đà Nẵng
Hạn nộp hồ sơ:[protected info]
Chức vụ:Trưởng phòng
Hình thức:Toàn thời gian
Ngành nghề:Dịch Vụ Khách Hàng
Bằng cấp:Đại học
Độ tuổi:Không giới hạn tuổi
Mô tả công việc
About the role:
We are looking for a Customer-Centric Individual with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the CEO.
The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses.
Main Responsibilities:
Day-to-day:
Identify and resolve problems raised by agents
Lead and manage a team of up to 10 agents, including in-house and outsourced employees
Maintain and improve day to day operations
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Solve complex customer service issues and proactively prevent negative service trends
Manage workflow, escalations and effectively delegate workload across the team
Track employees'' performance, and attendance
Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters
Quality assessment/review:
Design quality assessment scorecards & processes
Create development plans for agents with low-quality scores
Monitor and improve customer inquiry resolution quality
Implement quality assessment on all agents on a weekly/monthly basis.
Identify and eliminate root cause barriers to accuracy, productivity, and quality
Customer satisfaction management:
Ensure core satisfaction metrics are measured and analyzed on a regular basis
Collect customer insights from various channels and provide feedback to responsible departments
Risk management:
Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
Create risk reports and provide insights for other business stakeholders and CEO
Detect, measure, and analyze operational risks
Long term: design reports and work with engineering to build risk monitoring dashboard as needed
Team management:
Interview, onboard and train new employees
Plan, assign and direct work;
Develop, coach, and support individuals at all stages of their career
Provide effective conflict resolution
Design and carry out employee training programs based on market trends, and business needs.
Evaluate performance of the team on a regular basis
Reward and discipline employees;
Ensure team culture is in line with the vision, mission and core values of the company.
Yêu cầu kỹ năng
6-8 years of experience in customer service with a minimum 3 years in managerial role, preferably in the ecommerce space, working with english speaking customers.
Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus
An excel expert
Bachelor's Degree or higher.
Experience setting up and working with customer service softwares
Ability to work under pressure involves dealing with constraints might be outside of your control
Solid understanding of customer behaviors.
Excellent English communication with a focus on reading, writing and perfect grammar skills
Knowledge of industry's best practices.
Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
Benefit package:
Competitive salary and benefits
13th month salary
12 days of paid annual leave
Personal Laptop
Team building activities
Other benefits in accordance to Company''s Policy and Vietnam Labor Laws
Quyền lợi được hưởng
Laptop
Chế độ bảo hiểm
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm
Thông tin công ty
Husble Ltd
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