Customer Service Staff (Call Center)

* Perform Periodic reports and incidents directly to Leader
* Responsible for managing 3 main tasks:
1. Team Management:
- Being the person who is in charged of Voice / Non-voice team (as a Team Supervisor)
- Being the person who works directly with the supervisor of vendor to guarantee KPIs about quantity & quality.
- Deploy the requirements of the management to other teams exactly & specificly
- Record problems arising from teams and offer solutions or ask consultation from leader (if necessary).
- Check the operation process of the teams & raise proposal to make adjustment ( if necessary)
2. KPI Management Team Inbound:
- Control and monitor Call Center respond ratio during the day and make necessary, timely adjustments
- Control agents coordination to achieve KPI by each time frame
- Control customer satisfaction points, call quality realtime based on the system
- Implement assigned reports
- Check operation, KPIs monthly & report monthly to Call management
3. Training Planning
- Discuss & follow with vendor about recruitment inquiry.
- Support training team to build suitable training content & plan
- Coordinate with training team in making effective program, ideas for improving training quality.

- University degree of Social & Science, Education or English major or related major to the job
- At least 1 year of experience in Customer Service, Call center, Agency Admin/Support
- Advanced MS Word, MS Excel and MS Power point is a plus
- Demonstrated ability to handle multiple tasks
- Proficient in English, especially listening & speaking is the advantage
- A willingness to learn continuosly and to adapt to new conditions
- Strong communication skills with people of all levels and team managing skills
- Positive attitude and focus on customer service

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