Customer Service Teamlead - Travel App

Handle major incidents that cannot be resolved by agents
Accept and process special requests from customers as per SOPs
Manage routing and payment method enablement as per available inventory defined by SOPs
Ensure all agents are achieving their daily KPI’s in qualitative metrics
Manage recurring meetings with team(s) to review performance
Ensure all cases are solved within the required timeframe following the company’s SOPs
Isolate and identify areas of improvement on members performance
Monitor daily reports from the supervisor
Monitor scoring KPI statistics
Provide leadership, guidance, and support to the team members

WORKING TIME: Monday to Saturday (9am – 6pm)
WORK LOCATION: 8 Floor, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC

REQUEST

Have 1+ year experienced as Customer Service Team Lead position
Result- oriented, problem solver, analytical skill, and customer- focused
Fluent in English
Disciplined and high motivated to motivate and encourage team for improvement
Demonstrated problem- solving skills, strategic and analytical capabilities
Have knowlegde of KPIs metric in CS Contact Center
Bachelor&039;s degree or equivalent.
Nice to have
Experience in BPO
Experience in Tourism/Hospitality/Aviation/Accommodation

BENEFITS

Salary max 20 tr + KPI every 6 months
Insurances followed Vietnamese Labor Law
13th month salary
Periodical bonus: twice/year
Promotion opportunities
Bonuses, gifts for Holidays
Position promotion, salary increase: once/year
Activities: Birthday party, Employee engagement activities
Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2025-09-13 03:05:02