THIENTU BPO & HR is a leading outsourcing company providing high-quality business solutions, and we are looking for a dedicated Customer Service Team Leader to join our team in the video game industry. If you have a passion for customer service and gaming, this is the perfect opportunity for you!

Salary Range: 14 - 17 mil VND (Gross)
Working Time: 8:00 AM - 4:00 PM (Monday - Saturday)
Working Address: 875 Cach Mang Thang 8, Ward 15, District 10, Ho Chi Minh City

Key Responsibilities:

• Oversee daily operations of the customer service team, ensuring SLA compliance and service quality.
• Manage the team's daily operational indicators related to quality, quantity, diligence, etc., to ensure performance and KPI achievement.
• Assist team members in handling difficult customer cases or complex complaints.
• Conduct regular team meetings to share updates, best practices, and performance expectations.
• Train and guide employees on workflows and problem-solving techniques.
• Monitor and analyze performance metrics, introducing initiatives that increase efficiency.
• Develop strategies to improve the overall customer experience and reduce complaint rates.
• Ensure the team follows company policies and procedures.
• Stay updated on gaming industry trends and company products to provide expert guidance.
• Perform other tasks as assigned by the direct manager.

Skills & Requirements:

• College degree or higher.
• At least 1 year of experience in a team leader role.
• Strong interpersonal skills and ability to work in a team-oriented environment.
• Strong analytical and problem-solving skills.
• Attention to detail and a commitment to quality.
• Knowledge of CRM software (e.g., Zendesk is preferred) and customer management tools.
• Fluency in English (Speaking, Listening, Writing, and Reading) 100% English-speaking environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).