Senior Customer Service (Chinese Language)

Job Description

Time working: 5 days/week, rotating shift.

Location: QTSC1 Building, District 12, Ho Chi Minh City

-Main task description:

• Training knowledge base, support agents real time at floor ensure smooth running of day-to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.
• QA QC manage key insights, follow up team's performance/KPIs
• Responsible for team mentoring.
• Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
• Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
• Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
• Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
• Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
• Contributing in offering recommendations for process product improvement to the Delivery Manager.

Benefits:

- SHUI with fully salary

- 13th monthly salary

- 14 days anual leave

Job Requirement

Desired Skills:

• Open for all industry
• Chinese using in working (reading & writing only)
• Having customer services mindset
• Management people skills
• Work-in rotating shift