Senior Agent (English Fluent)

Scope

Act as a secondary point of contact for client queries, clarifying and following up with internal teams as needed.
Monitor performance metrics (e.g., QA, CSAT, SLA) and escalate issues to OSM when necessary.
Working time: 8:00 am- 5:50 pm, Mon- Fri
Working location: 624 Lac Long Quan, W.5, D.11, HCMC
Provide day- to- day operational support to the Customer Service team, including call out if required.
Assist in updating SOPs, workflows, and knowledge documentation.
Prepare accurate daily, weekly, and bi- weekly reports using Excel/Google Sheets.

Requirements:

Highly detail- oriented with strong documentation and reporting accuracy.
Minimum basic Excel/Google sheet skills (e.g., formulas, formatting, simple data handling).
Comfortable coordinating across teams and escalating issues appropriately.
Good communication skills in English (both written and verbal).

Nice to Have:

Experience handling voice- based service recovery cases.
Background or has previous experience in healthcare industry.
Understanding of customer satisfaction metrics (CSAT, FCR, SLA).
Familiarity with QA scorecards, SOP creation, or process documentation.

Benefits:

Other bonus: 13th- month salary, special bonus.
Comprehensive health benefits, covering social insurance with full salary, private healthcare (PVI), and annual health check- ups.
A dynamic and inclusive work culture, fostering open communication, innovation, and continuous improvement.
Ongoing learning and development opportunities, including on- the- job training, skill enhancement programs, and access to learning platforms.
Variety of engaging activities and well- being programs designed to foster team bonding and support work- life balance.
Clear career development path, with opportunities for promote to Operations Service Assistant role based on merit and potential.
Attractive compensation package: base salary up to 12,000,000 + allowance 500,000 + monthly bonus up to 1,000,000.

Cập nhật gần nhất lúc: 2025-10-07 21:10:03