Thông tin công việc
Chức Danh: Customer Services Team Leader/ Trưởng Nhóm Chăm Sóc Khách Hàng - HCM (Shopee)
Loại hình công việc: Nhân viên chính thức
Mức lương: 11 Tr - 11 Tr VND
Công ty: Công Ty TNHH TransCosmos Việt Nam
Mô tả
- Support the Customer Service Manager (CSM) in achieving business goals.
- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.
- Build team spirit for a team with 15 members
- Process designer
- Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
- Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.
- Assist CSR’s in exceeding customer expectations through excellent customer service.
- Provide regular, transparent feedback and reporting on CSR performance to the CSM.
- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs
- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement
- Identify risks and provide immediate action plans during sudden incident
- Coordinate with other teams/ departments to achieve company’s business goals
Yêu cầu
- Education: College/ University.
- Minimum 1 years of experience in Team leader role (specialized in Call Center).
- Work independently and proactively take on new responsibilities where most needed.
- Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving.
- Good at data and report to control backlogs & performance
Yêu cầu bằng cấp: Chưa nhập
Yêu cầu hồ sơ:
- Bằng cấp:
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Không giới hạn tuổi
Yêu cầu độ tuổi: Chưa nhập
Yêu cầu kinh nghiệm: 1 - 5 Năm
Yêu cầu giới tính: Chưa nhập
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