Agent Support (Night Shift)

Mô tả Công việc

Key Responsibilities:

• Handle and follow up on unresolved support tickets/cases from Shift 1.
• Respond promptly to Agent Support groups and hotline inquiries.
• Maintain a physical presence at the office to provide on-site support.

Inter-Team Coordination:

• Maintain regular communication with team leaders and members from Customer Service, Marketing, Technology, Sales, and Inhouse teams.
• Identify and communicate essential information required by Agents.
• Facilitate knowledge sharing and collaboration across teams.

Quick Support:

• Provide prompt assistance to Agents facing any issues or challenges.
• Offer timely solutions and troubleshooting guidance.
• Ensure Agents have the necessary resources and support to perform their tasks effectively.

Reporting:

• Prepare and analyze reports.
• Provide insights to relevant teams to optimize performance and efficiency.

Yêu Cầu Công Việc

• Bachelor's degree in Business Administration, or a related field, minimum of 1-3 years of experience in customer service
• Good English communication skills are an strong advantage. (English level IELTS 5.5 - 6.0 or equivalent).
• Excellent communication and interpersonal skills, with the ability to influence and build strong working relationships both internally and externally.
• Any experience in any positions. ( Sales, Customer Service, Call Center, Traniner .. ). Experienced in customer service or call center is an advantage.
• Ability to encourage, motivate, discipline, unite for a common goal to work effectively.
• Strong teamwork skills with a positive attitude, self-discipline, and proactive work approach.
• Empathy, patience, problem-solving skills, and the ability to work well in a team environment.
• Skills in using computers and office software (Excel, Word).
• Knowledge (including education and qualifications): CRM, USA Market, Nails Salon , Restaurant , Beauty Salon , etc ...
• Have responsibility, adaptability, and the ability to handle work pressure.
• Due to the nature of night shifts, the ability to manage schedules and workload is necessary to maintain health and well-being for nighttime work.