Customer Service Team Lead (BPO/ Call Center, English Advanced)

YOU WILL:

Response & Service Delivery

• Participate in Business Review meetings, present operation results, collect feedbacks and address concerns.

• Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root cause, work out action plan and monitor execution. Serves as the first line of management escalation.

• Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.

• Analyzes the business impact and collaborate with different stakeholders to ensure right resources are engaged proactively.

• Drive customer satisfaction when using Microsoft products, and share customer success stories that have positive impact to customers’ business.

Team Operation Management

• Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).

• Ensure team members follow Microsoft & Itechwx compliance and security policy.

• Identifies potential risks and implement optimized process to mitigate the risks.

• Maintain positive relationship with all team members, drive positive team morale.

• Be professionalism as a Itechwx ambassador, build and protect Itechwx’s people and

OUR IDEAL CANDIDATES:

• Fluent in oral English and could use it as work language. Understand Chinese will be score-added.

• Excellent communication skills.

• Have at least 2 years' experience in supervisor role in BPO, customer service industry.

• Have experience in managing the size of 20 experience, can lead the team independently.

• Strong pressure resistance. Can respond quickly to customer and internal needs.

• Having customer service experience, familiar with customer service business will be preferred.

WHY US?

• Salary offer: from 30 - 35 million gross

• Salary at 100% during the probationary period

• 90% contribution of the gross salary to social insurance

• 20 days leave (12 days of annual leave and 8 days of sick leave)

• Training will be offered

• Full working equipment will be provided Annual Health Checkup

• Activities: Birthday party, Employee engagement activities.

OTHERS:

• Working Hours: 8AM-5PM, Monday - Friday

• Working location: VISTA Building, 19 Tan Cang St., Ward 25, Binh Thanh Dist., HCM City.