Benefits

Laptop
Insurance
Travel
Allowances
Incentive bonus
Healthcare
Training Scheme
Salary review
Annual Leave

Job Description

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
Handle major incidents that cannot be resolved by agents
Accept and process special requests from customers as per SOPs
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 the required timeframe following the company’s SOPs

Job Requirement

Bachelor's degree or equivalent
Fluent in English
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

Work location

Ho Chi Minh

8th Floor, Scetpa Building, 19A Cong Hoa Street, Ward 12, Tan Binh District, HCMC Tầng 8, Tòa nhà Scetpa, 19A Cộng Hòa, Phường 12, Tân Bình, TP. Hồ Chí Minh

More Information

Degree: Bachelor
Age: 20 - 30
Salary: 18 Mil - 20 Mil VND

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