WHAT YOU WILL BE DOING:
Customer Service Tasks:
Participate in internal audits and quality checks to ensure team and individual work quality.
Adhere to established workflows, Standard Operating Procedures (SOPs), and other tasks promptly, accurately, and consistently.
Continuously follow, maintain, and update SOPs.
Manage customer inquiries and provide support for product or service- related issues, technical problems, and account inquiries.
Team Management Tasks:
Generate reports and metrics on team performance and management for direct management’s review.
Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team- related issues and proactively escalate issues to higher management when necessary.
Ensure team members comply with quality standards and meet performance metrics.
Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
Perform other ad- hoc tasks as assigned by management.
WHAT WE ARE LOOKING FOR:
Must Have:
Exhibits a strong sense of urgency and the ability to multitask effectively.
Demonstrates a willingness to continuously learn and adapt to new conditions.
Demonstrates an excellent command of English communication (both written and verbal) to facilitate training and maintain regular communication/reporting with the client’s team.
Possesses a minimum of 2- 3 years of experience in Customer Service.
Proficient in using Outlook, Excel, and Adobe Acrobat.
Nice to have:
Previous experience in team management positions is preferred.
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
WORKING HOURS: Mon – Fri, 2PM – 11PM
