SENIOR CUSTOMER SERVICE_PROCESSOR - Night Shift

Outsource Solutions is a service company based in Vietnam with its main office in the United States, specializing in providing consulting and debt settlement services to thousands of clients in the United States who are looking to restart their finances. We offer 100% service to the US market with NO activities in Vietnam. We are NOT involved in real estate, insurance, multi level marketing, or lending activities. We pride ourselves on delivering exceptional service to our clients while ensuring our employees experience a professional work environment with comprehensive benefits, including adherence to legal labor rights compliance in Vietnam, encompassing social insurance, holidays, leave, travel, health check-ups, and more. JOB RESPONSIBILITIES: Monitor, evaluate, and assess the quality of work and expertise of employees, ensuring adherence to procedures and job standards, and driving team members to meet KPIs regularly.Lead and manage a team of customer service representatives, allocate tasks, coordinate team members to ensure no backlog, consistently meet deadlines, and optimize handling time for customer requests.Track instances of leave, tardiness, and breaks to remind employees to adhere to company regulations.Review profiles, approve participation conditions for customer programs.Support employees in interacting between relevant departments regarding tasks and procedures. Monitor, detect, and promptly address departmental issues affecting service quality, providing guidance and advice to employees on handling special cases.Guide, train, and support new employees to catch up with work progress and quickly integrate into the team environment.Handle internal team issues under management's purview, implement company policies and regulations to ensure consistency and task completion.Proficient in departmental operations systems, proactively propose improvements to enhance work quality for superiors.Organize and coordinate regular meetings to report work progress to management.Perform other tasks as assigned by management.