Senior Customer Service (Chinese Language)

About the position:

• Flemington Tower, 182 Le Dai Hanh, District 11, HCMC or QTSC1, Quang Trung Software City, District 12, HCMC
• Time working: 5 days/weeks, rotating shift (no nightshift). Off 2 days randomly. 9 hours shift (including 1 - 1.5 hours break)
• Monday – Friday: 9:00 – 21:00
• Saturday – Sunday: 9:00 – 18:00
• Holidays closed.

The position will work in Call Center industry, support for customer (user) using and having issues with O365, Hardware, Software computer.
What you’ll do:
• 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

What skills you need:

• Chinese Language (Mandarin/Cantonese) fluently using in work (HSK5 and above)
• English in communication
• Have experience in supporting team/leading team/management people is a plus
• Customer Services mindset
• Technical knowledge is not a must, will be trained for newbie