Customer Service Supervisor (Call Center Experience Required)

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

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