Principle duties: Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry, with a demonstrated ability to improve customer service delivery and operational efficiency through these channels
Responsibilities:
1. Project management
Support Service Manager in new project implementation
In charge of project daily operation, including: monitoring, importing, exporting and making required reports. Make sure the outputs are delivered as required in the SLAs
Analyze projects errors on daily basis in order to have quick actions to improve project quality
Gain sufficient project requirements and transfer the knowledge to related people through training
Support/update project specification/business rules to relevant staffs/operators
2. Others
Support Service Manager on daily tasks
Backup for Service Manager or other Service Assistants when needed
Make sure other tasks assigned by higher management are completed in good quality and delivered as committed
Escalate to higher management for anything that is beyond authority or poses risks to the projects
Job Requirement
*** Education:
College degree
Good at German.
*** Technical skills and experience:
At least 1 year of working experience as related position
Understanding of company business
Knowledge of IT is a plus
MS Office (Word, Excel, PowerPoint)
*** Soft-skills:
Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
Customer centric mindset
Negotiation skill
Problem solving
Communication and interpersonal skills.
Planning and analytical skill
Team working skill
*** Attribute:
Strong multi-tasking abilities
Good team player
Hardworking
Innovation and creativity
Notes: “By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection.”
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