Customer Service Team Leader Video Game Industry

Salary Range: 15 - 17 mil VND (Gross)
Working Time: 8:00 AM - 5:00 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).

• Passion for gaming and familiarity with gaming communities, platforms, and terminology is a plus.

Benefits:

• Bonuses: 13th-month salary, holiday bonuses (April 30th - May 1st, September 2nd, New Year's Day), performance bonuses, and birthday gifts
• Full labor contract & social insurance benefits after the probation period.
• Annual leave: 12 days per year.