Customer Service Supervisor (Call Center Experience Required)
Job description
1. Manage CS Team’s daily operations (50%):
• Call flow & dropped call real-time monitoring,
• Walk-in customer serving when needed,
• Agents’ performance monitoring
• TAT control/FCR Control/ QA control
• Support recruitment (new or replacement) process: searching candidate; conducting interview & evaluation; preparing service contract, agents’ monthly incentive calculation
2. Training responsibilities (25%):
• Organize/support both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff;
• Conduct some customer service skills training and quality improvement training to other departments, if required;
• At least annually for whole CS’s soft skills training and semi-annually refresh technical training (new joiner training is a must)
• Conduct knowledge testing for CS team on quarterly basic.
3. Report & Others (25%):
• Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
• Do regular/ad-hoc reports
• Systems enhancement/testing when needed.
• Be a good back up for CS Team Head
• Other assigned tasks by CS Team Head/Head of Customer Service Center
Job requirements
1. Qualification:
• University graduated: Economics, Finance or Banking is preferable.
2. Experience
• At least 3 years of management experience in customer service/call center or related industries
3. Knowledge
• Vietnamese & English - advanced
• Understanding about SVFC's products
• Customer service oriented & Having knowledge/experience in dealing with customer, Customer service or service industries
• Having rich experience in complaint handling, dealing with both internal & external customers (face-to-face & other communication channels)
• Manual/procedures/process building up
• Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team
4. Skills
• Familiar with CRM system/call center
• Proficient in MS Office (Word, Excel, Power Point,…)
• Good Analysis & reporting skills
• Procedures/process/guideline,… building up
• Carefulness, perseverance, motivation and self motivation
• Attention to detail and quality orientation
• Relationship building & teamwork
• Agility and adaptability
• Conflict management
• Coaching, training, mentoring, interview skill
What We Can Offer
Bonus
Healthcare Plan
Others
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Job Information
26/04/2024
Manager
Customer Service > Customer Service
Customer Service Knowledge, Customer Care, Contact Center Management
Finance
Any
Not shown
Not shown
Job Locations
Pico Plaza. 20 Cong Hoa. Ward 12. Tan Binh Dist.
23/F. Saigon Trade Center. 37 Ton Duc Thang. D.1. HCMC. Vietnam
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