WE NEED YOU:
- Ensure all agents are achieving their daily KPI’s in qualitative metrics;
- Monitor scoring KPI statistics;
- Isolate and identify areas of improvement on members performance;
- Monitor daily reports from the supervisor
- Provide leadership, guidance, and support to the team members
- Manage refreshment & training to agents
- Handle major incidents that cannot be resolved by agents
- Identify & escalate issues to the related teams when out of the scope of this department;
- Find issues among members related to productivity and problem-solving;
- Accept and process special requests from customers as per SOPs;
- Interface with customers on refunds, providing explanations and processing;
- Manage recurring meetings with team(s) to review performance;
- Manage routing and payment method enablement as per available inventory defined by SOPs;
- Ensure all cases are solved within required timeframe following the company’s SOPs;
- Report fraud to the company’s risk team;
- Report any product error findings to related product/engineering teams.
WORK LOCATION:
- 8 Floor - Scetpa Building, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC
WORKING TIME:
- 8AM – 5PM (Mon - Fri) & Bi-weekly on Saturdays
REQUEST
- University/Colleges required.
- Good at English both written and spoken
- Have 1+ year experienced as Customer Service Team Lead position
- Have knowledge of KPIs metric in CS Contact Center
- Demonstrated problem-solving skills, strategic and analytical capabilities
- Result-oriented, problem solver, analytical skill, and customer-focused
- Disciplined and high motivated to motivate and encourage team for improvement
BENEFITS
- Engagement activities (Birthday party, town hall,...).
- Annual leave according to Labor Law.
- Salary review once a year
- Promotion once a year
- 13th month salary
- Participate in social insurance, health insurance, and unemployment insurance.
- Bonus + gifts on holidays and New Year
- Performance based income (2 times/year)
