CS Supervisor

Công ty TNHH BSIE MEDIA

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Hà Nội,

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ỨNG TUYỂN NGAY LƯU VIỆC LÀM

Mô tả công việc

POSITION PURPOSE:

We are looking for a customer-centric individual with team management skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. 

The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth, and reduced operational losses. 


RESPONSIBILITIES: 

Day-to-day:

  • Support all contact channels by successfully handling a high volume of inquiries via emails/chats or other channels. 

  • Assist customers by providing information in response to inquiries about products and services and resolve customer problems/issues in a timely, professional, friendly, and courteous manner.

  • Coordinate with other departments to resolve customer issues, including proactively following through on all requests with all levels of the organization to ensure the fastest response time possible. 

  • Ensure a thorough understanding and enforcement of our policies and procedures.

  • Partner with the leadership team to identify and escalate issues and/or crises related to site, internal or external systems when necessary. 

  • Manage workflow, escalations and effectively delegate workload across the team.

  • Maintain and improve day-to-day operations. 

  • Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.  

 

Customer satisfaction management:

  • Ensure core satisfaction metrics are measured and analyzed on a regular basis. 

  • Collect customer insights from various channels and provide feedback to responsible departments.  

 

Quality assessment/review: 

  • Implement quality assessment on all agents on a weekly/monthly basis.

  • Monitor and improve customer inquiry resolution quality. 

  • Create development plans for agents with low-quality scores.

  • Identify and eliminate root cause barriers to accuracy, productivity, and quality.

Risk management: 

 

  • Solve complex customer service issues and proactively prevent negative service trends. 

  • Detect, measure, and analyze operational risks. 

  • Proactively inform and keep BOD in the loop on statuses of major crises and urgent matters.

 

Team establishment and management:

  • Evaluate workload throughout the year and recruit full-time or part-time agents.

  • Interview, onboard, and train new agents.  

  • Plan, assign, and direct work; 

  • Evaluate performance of the team on a regular basis. 

  • Provide effective conflict resolution.

  • Assist CEO in design and carry out employee training programs based on market trends, and business needs. 

  • Ensure team culture is in line with the vision, mission, and core values of the company.

Yêu cầu công việc

QUALIFICATIONS:

  • 2-3 years of experience in customer service with a minimum of 6 months - 1 year in a managerial role, preferably in the e-commerce space, working with English-speaking customers. 

  • Experience working with Shopify, eBay, or Amazon marketplace is strongly desired.

  • Experience working with customer service software (Freshdesk, Zendesk, Zoho desk, Core CRM…)

  • An excel expert.

  • Knowledge of industry’s best practices. 

  • Solid understanding of customer behaviors.

  • Ability to be flexible with schedule in respect to the needs of the business: this includes. working overtime, holidays, and weekends when necessary.

  • Excellent English communication with a focus on reading, writing, and perfect grammar skills 

  • Proficiency with task and project management tools such as Trello, Jira, Base,  etc.

Lương và phúc lợi

COMPENSATION & BENEFITS

  • Competitive salary and allowance (allowance for lunch, travel and parking fee).

  • 12 days of paid annual leave.

  • 13th-month salary and bonus based on overall company performance.

  • Team building activities.

  • Personal Computer.

  • Other benefits in accordance with Company's Policy and Vietnam Labor Laws.

  • Reward program with various gifts.

Hạn nộp hồ sơ

31/10/2021

Số lượng cần tuyển

1 Người

Cấp bậc

None

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Dưới 3 năm

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