Job Requirements
Job benefits
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
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Team-building events
Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.
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Professional Development
Every employee is an invaluable asset to any team; that's why we want to help you grow. Level up your skills and expertise through our professional co-development programs with notable organizations. We will cover the cost.
Skills
Job description for Customer Service Supervisor - Shopee Project (Contact/Call Center Service)/Chăm Sóc Khách Hàng at Transcosmos Vietnam
MÔ TẢ CÔNG VIỆC
- Support the Customer Service Manager (CSM) in achieving business goals.
- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.
- Lead team with Team Leaders and agents
- Continuously implement new or innovative existing processes to improve KPIs, Customer experiences, Efficiency performance.
- Support to develop a training plan for new CSRs and maintain continuous training for existing CSRs.
- Assist CSR in exceeding customer expectations through excellent customer service.
- Provide regular, transparent feedback and reporting on CSR performance to the CSM.
- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs
- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement
- Identify risks and provide immediate action plans during the sudden incident
- Coordinate with other teams/ departments to achieve company's business goals
YÊU CẦU CÔNG VIỆC
- Minimum 1 years of experience in a supervisor role (specialized in BPO Call Center)
- Experience in managing large team size (> 30 people)
- Good at English
- Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset
- Good at planning and organizing, communication, presentation, negotiation, interpersonal, and problem-solving.
- Work independently and proactively take on new responsibilities where most needed.
- Good at data and report to control backlogs & performance.
THÔNG TIN KHÁC
- Bằng cấp: Cao đẳng
- Độ tuổi: Không giới hạn tuổi
- Phúc lợi:- 13th-month salary and project bonus (twice a year) - Attractive Salary and Benefits - Extensive coaching and training - Performance appraisals every year - Annual health checkup - Compliance fully to Vietnam labor code - Company trip, team-building events
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