Tiếng Việt
English
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Salary:To 16,5 Million VNĐ
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Experience:Over 1 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
- Ensure all agents are achieving their daily KPIs in qualitative metrics.
- Monitor scoring KPI statistics.
- Isolate and identify areas of improvement on members' performance.
- Monitor daily reports from the supervisor.
- Provide leadership, guidance, and support to the team members.
- Handle major incidents that cannot be resolved by agents.
- Accept and process special requests from customers as per SOPs.
- Manage recurring meetings with team(s) to review performance.
- Manage routing and payment method enablement as per available inventory defined by SOPs.
- Ensure all cases are solved within the required timeframe following the company's SOPs.
Job Requirement
- Bachelor's degree or equivalent.
- Fluent in English.
- 1+ year of experience as a Customer Service Team Lead.
- Knowledge of KPIs metric in CS Contact Center.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Result-oriented, problem-solver, analytical skills, and customer-focused.
- Disciplined and highly motivated to motivate and encourage the team for improvement.
Nice to Have:
- Experience in BPO.
- Experience in Tourism/Hospitality/Aviation/Accommodation.
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HR1Vietnam Holdings
- To 16,5 Million VNĐ
- Actived date: 17/04/2025
- Customer Service , Consulting
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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