CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Supervisor – Customer Service (Travel App) - Office Hours - Up To 25M - Career Development

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM
Location

Ho Chi Minh

  • Salary

    24 Mil - 25 Mil VND

  • Experience

    2 - 3 Years

  • Job level

    Team Leader / Supervisor

  • Deadline to apply

    24/01/2026

Benefits

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

Job Description

We are seeking an experienced professional with:

  • 3+ years in call center/travel/customer support, specializing in quality assurance and continuous improvement.
  • BPO background, with OTA industry knowledge considered a plus.
  • Leadership experience as a Team Lead/Supervisor/Manager, managing KPIs and 24/7 operations.
  • Project management expertise, able to drive multiple initiatives simultaneously.
  • A proven ability to elevate service quality and ensure compliance with client standards across the Contact Center.
  • Proven capability to improve service quality and ensure Client’s standards are met across Contact Center operations.

Job Requirement

  • University graduated.
  • Excellent command of spoken and written English and Vietnamese
  • Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.
  • Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
  • Identify skill gaps and drive prevention/improvement plans.
  • Monitor quality and productivity to meet client requirements.
  • Handle customer & client escalations; ensure lessons learned and no re-occurrence.
  • Train/retrain Flight agents to sustain service levels.
  • Drive Service Improvement & Motivation programs.
  • Provide performance reports & analysis
  • Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
  • Develop self and team (training, briefings, continuous updates).
  • Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.

Nice to have:

  • Disciplined, highly motivated, and able to motivate/encourage the team.
  • Data-driven mindset; critical thinking.
  • Reporting & presentation skills.

Work location

Ho Chi Minh
8th Floor, Scetpa Building, 19A Cong Hoa Street, Ward 12, Tan Binh District, HCMC

More Information

  • Degree: Bachelor
  • Age: 25 - 35
  • Salary: 24 Tr - 25 Tr VND
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