Job description for [HCM/HN] CSR Team Lead (Lương Cứng Upto 23 Triệu Gross/Tháng) at Công ty TNHH Các Giải Pháp Softel
As a Customer Service Team Lead, you will be responsible for leading, coaching, and developing a team of Customer Service Representatives to ensure service excellence, operational efficiency, and achievement of business objectives.
- Lead and manage a team of Customer Service Representatives, ensuring daily operational targets are met.
- Monitor team performance, attendance, schedule adherence, and productivity.
- Conduct regular coaching sessions, performance reviews, and provide constructive feedback.
- Support onboarding and training activities for new team members.
- Handle customer escalations and assist agents in resolving complex cases.
- Ensure compliance with company policies, procedures, and quality standards.
- Analyze team performance metrics and prepare operational reports.
- Collaborate with QA, Coach, Supervisor, and other departments to improve customer experience and operational effectiveness.
- Perform other duties assigned by the Customer Service Supervisor or Management Team.
Requirements:
- Diploma/Bachelor’s Degree.
- Minimum 2 years of experience in Customer Service, Call Center Operations, or Team Leadership roles.
- Prior experience managing a customer service team is highly preferred.
- Experience in telecommunications, contact centers, or BPO environments is a strong advantage.
- Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
- Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
- Desired qualities include an outgoing personality and an outstanding attendance record.
- Effective multitasking, prioritization, and time management skills.
Benefits for Official Employees: - 12 annual leave days (Unused leave days will be compensated in the December payroll).
- 11 public holidays based on regulations.
- Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) starts immediately after signing the official labor contract, along with participation in the company’s exciting internal activities.
- Receive union benefits such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,...
- Career Growth Opportunities: Clear promotion path from CSR/QA Starter → Senior CSR/Lead Support/Senior QA → QA Lead / Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement.
- Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
- Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
