Get to know our Team:
- Customer Experience team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals
- Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
JOB RESPONSIBILITIES
- Managing day to day operations including process escalations, quality checking, and staffing needs
- Monitoring team member performance including skills, job knowledge and attendance. Conduct performance evaluations for each employee
- Being responsible of communicating new information, new rules, and any updates to all Customer Experience Team members
- Being available to assist team members with any customer issues
- Guiding agents in exceeding customer expectations through excellent customer service
- Providing regular and transparent feedback and reporting on CE Specialist performance to the CE Management
- Continuously improving the performance of the team
- Supporting the CE Management in achieving business goals
- Co-ordinate with TQA team to develop training plans for new agents and maintaining continuous training for existing agents
WORK EXPERIENCE REQUIREMENTS
2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality).
KEY ATTRIBUTES / SKILL SETS
- Excellent communication and interpersonal skills
- Experience in dealing with disciplinary issues and performance management
- Good communication and leadership skills
- Ability to work independently and proactively take on new responsibilities where most needed
- Fluent in Vietnamese and English both oral and written