Customer Service Staff (Non-voice)

1. Daily Operation:

• Manage operation 3 teams: Mail Internal with 5 agents, System with 4 agents, MDC with 3 agents.
• Ensure all inquiries from Non-voice channels: E-mail, Official Zalo, Facebook, Homepage, Daikin App, System Integrated in Call Center handled completed within same day, consist of Internal Request & External Request.
• Discussing directly with the supervisor of Service Center to handle quicky request from customer/ service center.
• Discuss to clear the process cross dept. & Support other depts to execute steps within Call center scope related to company programs as required.
• Give instructions to teams / Handling complicated cases or cases out of SOP.
• Closely monitor team workload and personnel changes to ensure timely coordination, work continuity, and team stability.
• Coordinating directly with Quality Control Team in Call center to push Call agent improvement & build/ revise operation process as required.
• Deploy the requirements of the management to other teams exactly & specifically
• Record problems arising from teams and offer solutions or request consultation from Manager (if necessary).
• Making periodic reports/ providing data as required

2. KPI Management Team:

• Control and monitor Call Center dispatch time, call quality & accuracy process target by KPI evaluation monthly & daily tracking tools.
• Review operational processes and propose adjustments or improvements when necessary.
• Support training team to build suitable training content & plan.

- 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

• Job type: Permanent