Mô tả công việc
The Customer Service Lead is a semi-managemental position, as the position holders perform customer service tasks by themselves and also supervise a team of customer service executives to ensure the team’s performance in delivering excellent services.
- Achieving the OKR and KPI that are given by the manager;
- Contributing to the developing and delivering customer service policies, service level standards, protocols, and processes to provide high quality, consistent, and effective services/supports to the customers and clients;
- As per assigned, to perform and supervise the team to deliver services, resolve the tickets according to the SOP, SLA, and other guidelines, including:
- Customer inquiry handling;
- Customer dispute handling;
- Partner inquiry handling; and
- Internal ticket handling.
- Providing guidance, support, and training to subordinates;
- Delegating the tasks and monitor the end-to-end performance of the task;
- To be in charge of the daily operations of communication channels including in-app-chat, call center, email, social pages, and walk-in;
- As per assigned, to collaborate with and provide supports to other divisions;
- Other assigned program, initiative.
- Achieving the OKR and KPI that are given by the manager;
- Contributing to the developing and delivering customer service policies, service level standards, protocols, and processes to provide high quality, consistent, and effective services/supports to the customers and clients;
- As per assigned, to perform and supervise the team to deliver services, resolve the tickets according to the SOP, SLA, and other guidelines, including:
- Customer inquiry handling;
- Customer dispute handling;
- Partner inquiry handling; and
- Internal ticket handling.
- Providing guidance, support, and training to subordinates;
- Delegating the tasks and monitor the end-to-end performance of the task;
- To be in charge of the daily operations of communication channels including in-app-chat, call center, email, social pages, and walk-in;
- As per assigned, to collaborate with and provide supports to other divisions;
- Other assigned program, initiative.
Yêu Cầu Công Việc
- 3+ yrs in customer service, customer support, or related functions;
- 1+ yrs in a managemental position;
- Experienced in e-commerce/digital-product/banking/platform or company that serves 100K+ users.
Required professional skills
- Customer services/support;
- CRM/Ticketing system operation;
- Training & Supervising;
Required soft skills
- Time management;
- Good problem-solving;
- Good communication;
- Self-motivation;
- Cross-levels and cross-parties collaboration.
Education requirements: BS/BA up - No specific major requirement.
Language requirements:
- Vietnamese: native
- English: working proficiency
Personal qualities
- Passionate about customer service and customer experience areas;
- Great sense of responsibility;
- Open-minded and adaptive;
Good health, and be able to handle tension.
- 1+ yrs in a managemental position;
- Experienced in e-commerce/digital-product/banking/platform or company that serves 100K+ users.
Required professional skills
- Customer services/support;
- CRM/Ticketing system operation;
- Training & Supervising;
Required soft skills
- Time management;
- Good problem-solving;
- Good communication;
- Self-motivation;
- Cross-levels and cross-parties collaboration.
Education requirements: BS/BA up - No specific major requirement.
Language requirements:
- Vietnamese: native
- English: working proficiency
Personal qualities
- Passionate about customer service and customer experience areas;
- Great sense of responsibility;
- Open-minded and adaptive;
Good health, and be able to handle tension.
Ưu tiên với ứng viên
- Team Management;
- Content development;
- Good at self-control;
- Detail-oriented;
- Life-time learner;
- Humorous.
- Content development;
- Good at self-control;
- Detail-oriented;
- Life-time learner;
- Humorous.
Tại sao ứng viên nên ứng tuyển vào vị trí này
- Competitive salary
- Allowances: Company policy
- Provided equipment: Standard laptop, 23” screen, IP phone, headset
- Software/access: Gsuite, Asana, Vidiva Ops/CS-Lead, Social page admin (as assigned)
- Allowances: Company policy
- Provided equipment: Standard laptop, 23” screen, IP phone, headset
- Software/access: Gsuite, Asana, Vidiva Ops/CS-Lead, Social page admin (as assigned)
Quy trình phỏng vấn
P+2 (direct manager and the next superior) -> Operations Director (test - given by the direct manager)
Địa Điểm Làm Việc
Tầng 22, Lim Tower 3, 29A Nguyễn Đình Chiểu, Phường Đa Kao, Quận 1 Thành phố Hồ Chí Minh
