Senior Customer Service (SME)

Mô tả Công việc

Location: Quang Trung Software City (Công viên phần mềm Quang Trung), To Ky, District 12, HCMC, will relocate office to client site in District 7 from June 2025

Time working: Rotating shift (24/7), 5days/week.

What you'll do:

• Manage team in general
• 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.

Yêu Cầu Công Việc

What skills you need:

• B2 English
• > 1 year experience in relevant position
• Management people skills is a plus
• Work-in rotating shift