Tiếng Việt
English
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Salary:15 - 18 Million VNĐ
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Experience:Over 3 year(s)
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Job type:Permanent
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Level:Team Leader / Supervisor
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Industry:
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Work location:
Job Description
- Lead and motivate the Customer Support team to effectively manage customer inquiries, resolve issues, and proactively address concerns.
- Establish and monitor key performance indicators (KPIs) using CRM systems to measure team efficiency and service quality.
- Champion a customer-centric culture and ensure consistent, positive interactions across all support channels.
- Foster team growth by providing constructive feedback, coaching, and development opportunities.
- Collaborate with suppliers to address order-related issues and maintain smooth communication channels.
- Drive continuous improvement in key metrics such as Trustpilot score, CSAT, One Touch Ticket Rate, and First Response Time.
Job Requirement
- 3+ years of proven experience leading or supervising a Customer Support team.
- Experience within E-commerce, drop shipping, or Print on Demand (POD) industries is highly desirable.
- Excellent English language proficiency (written and spoken), with an IELTS score of 6.5 or equivalent.
- Strong familiarity with CRM systems, specifically Gorgias, to track and analyze customer support data.
- Deep understanding of customer experience principles and best practices.
- Proactive, detail-oriented, and analytical with strong problem-solving abilities.
- Data-driven approach to decision-making and implementing improvements.
- Intermediate proficiency in Excel and other MS Office applications.
- Excellent communication and collaboration skills, both within the team and cross-functionally.
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HR1Vietnam Holdings
- 15 - 18 Million VNĐ
- Actived date: 16/09/2024
- Customer Service , Media / Press Media / Advertising
HR1Vietnam Holdings
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Company size:100 - 499
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Address:Lầu 8, tòa nhà số 28-34 Pasteur, Phường Sài Gòn, TP.Hồ Chí Minh, Hồ Chí Minh
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Website:www.hr1vietnam.com
HR1Vietnam Holdings has over 12 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.
HR1Vietnam Holdings with more than 100 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.
HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.
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