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Team Manager

Grab Vietnam
Ngày cập nhật: 19/08/2019
NỘP ĐƠN ỨNG TUYỂN

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Mô tả công việc

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

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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


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Grab Vietnam

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Team Manager

Grab Vietnam

NỘP ĐƠN ỨNG TUYỂN
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