Customer Service Supervisor, Night Shift US Market

Hours of working: 8 hours shift Mon–Sat during customer service hours, Night Shift in Vietnam:

and 10 PM- 7 AM on Saturday.
Note: During Winter Time in the US (Daylight Saving Time- starts on the second Sunday in March and ends on the first Sunday in November), the time frame will be offset by 13 hours (UTC Timezone).
8 PM- 8 AM, Mon- Fri (it means you can start to work at 8:00 PM / 9:00 PM / 10:00 PM / 11:00 PM and then you will work for 8 working hours with 1 hour of break time).
Working Location: CSR’s Office Address: HTP Building, No. 434 Tran Khat Chan, Hai Ba Trung District, Hanoi.

What you will do:

Responds to customer inquiries; reviews responses; gathers and researches information; assemble and forward information; verify customer&039;s understanding of information and provides resolution
Analyze both individual and team performance daily to manage overall sales and service levels.
Assists management with the company’s day- to- day carrier operations activities
Maintains a solid understanding of the current products and services being offered in order to ensure customer satisfaction
Verifies and approves customer and agent orders; handles complaints and provides solutions
Support in hiring, training, and managing staff including scheduling and payroll
Analyze call center and Live Chat performance data and prepare and interpret associated reports
Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
Record agent and team statistics, and prepare reports for Management.
Maintain up- to- date knowledge of industry developments.
Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
Assist in staff evaluations and performance reviews
Set both sales and performance goals for agents.
Some other duties as required by the Senior Managers/Director.

5+ years of experience in the management/leadership roles
Diploma / Bachelor’s degree in marketing, business, or a related field.
Learns quickly. You’ll demonstrate the ability to quickly absorb and make use of new information.
Tech- savvy. You learn computer applications rapidly and can point to a variety that you&039;re comfortable using and picked up quickly.
Excellent interpersonal and communication skills, especially written. You must have exemplary written and spoken English language skills, and you are a fast typist.
Problem- solving and critical thinking. You have independently solved difficult technical problems and provided solutions or workarounds.
Independent and self- motivated. You will need to hold yourself accountable for tasks and ongoing responsibilities with little supervision.
Proactive. You have a habit of seeking out ways to make our support systems and products better, and you champion getting ideas implemented.
Trust & integrity. You do what is right, don’t cut unethical corners, and are open about your work.
Empathy and patience. You’ll respond to customers with compassion and understanding of their requests.
Resilient and adaptable. You can take critical feedback and handle difficult customer situations well. You are able to adapt and turn a negative situation into a positive one.
Communication. You can communicate and work well with the internal organization (team) and external (customers).
Skilled Typist. 45+ wpm typing speed is a strong plus.

100% of Customers are in the US, and the company environment uses and improves English extremely well.
12 days of annual leave, 11 public holidays, insurance according to Vietnamese labor law, and participation in classy internal activities of the company.
Project bonus and salary review according to the work quality.
Opportunity to travel and on- site work in the US.
The professional training programs at the beginning, are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
100% of Customers are in the US, and the company environment uses and improves English well.
Attractive Salary.
Working with major carriers in the US.

Cập nhật gần nhất lúc: 2024-01-11 17:10:37