CUSTOMER SERVICE SUPERVISOR (CALL/CONTACT CENTER)

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

1. Work location: Ho Chi Minh
2. Industry: Sales / Business Development
3. Job level: Team Leader / Supervisor
4. Job type: Permanent
5. Salary: Competitive

 

Job description

Fully take responsible for Inbound team in Shopee Call Center. The following points is what CS Supervisors must:

- 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.

- Build team spirit for a team with 50 members Process designer

- Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.

- Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.

- Assist CSR's 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 sudden incident

- Coordinate with other teams/ departments to achieve company's business goals

Job Requirement

- Minimum 1 years of experience in supervisor role (specialized in Call Center). Or 3 years in Team leader level

- 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

Required Job Skills

operations training csr forecasting english planning communication presentation

Other Information

QUYỀN LỢI ĐƯỢC HƯỞNG

Performance review: once a year + Bonus, 13th Salary.

Annual company trip and team building

A fully employee- care benefit system.

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