Customer Service Teamlead - Travel App

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Ensure all agents are achieving their daily KPI’s in qualitative metrics

Monitor scoring KPI statistics

Isolate and identify areas of improvement on members performance

Monitor daily reports from the supervisor

Provide leadership, guidance, and support to the team members

Handle major incidents that cannot be resolved by agents

Accept and process special requests from customers as per SOPs

Manage recurring meetings with team(s) to review performance

Manage routing and payment method enablement as per available inventory defined by SOPs

Ensure all cases are solved within the required timeframe following the company’s SOPs

WORK LOCATION: 8 Floor, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC

WORKING TIME: Monday to Saturday (9am – 6pm)

REQUEST

Bachelor's degree or equivalent.

Fluent in English

Have 1+ year experienced as Customer Service Team Lead position

Have knowlegde of KPIs metric in CS Contact Center

Demonstrated problem-solving skills, strategic and analytical capabilities

Result-oriented, problem solver, analytical skill, and customer-focused

Disciplined and high motivated to motivate and encourage team for improvement

Nice to have

Experience in BPO

Experience in Tourism/Hospitality/Aviation/Accommodation

BENEFITS

Salary max 20 tr + KPI every 6 months

Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field

Promotion opportunities

Periodical bonus: twice/year

Position promotion, salary increase: once/year

13th month salary

Insurances followed Vietnamese Labor Law

Bonuses, gifts for Holidays

Activities: Birthday party, Employee engagement activities