Mô tả công việc

• Maintain and develop internal quality standards.
• Assess support interaction calls based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
• Participate in calibration sessions to maintain consistency in internal evaluations.
  Map the need for training and onboarding programs and initiate these projects.
• Create reports that reflect agent performance.
• Some other duties as required by the Senior Manager/Director.

Yêu cầu ứng viên

• Bachelors Degree.
• At least 02 years of experience as a customer service team leader (experience in the call center is a big plus).
• Good at English reading and writing, basic computer skills, including Outlook, Word, and Excel.
• Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
• Desired qualities include an outgoing personality and an outstanding attendance record.
• Effective multitasking, prioritization, and time management skills.

Quyền lợi

• Work 5 days a week and 8 hours a day.
• 12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
• Quarterly & Annually Performance-based Bonuses & Sales commission:
  • Huge Sales Incentives: Earn commissions from device upgrades, data top-ups, cross-sales, and plan upgrades
  • KPI Bonuses: Based on customer satisfaction (70%), attitude, team spirit, and innovative ideas contributions (30%)
• Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor/Manager, Director.
• Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
• Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.