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Call Center/Customer Service Staff (Non-voice)

Work Location Ho Chi Minh, Ho Chi Minh
Job Level Experienced (Non - Manager)
Job Type Permanent
Qualification Bachelor
Experiences 1 - 4 Years
Salary Negotiable
Industry Customer Service, Marketing
Deadline to Apply 08/08/2024
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Job Benefit

  • Insurance
  • Allowances
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Seniority Allowance
  • Annual Leave

Job Description

1. Team Management:

- Being the person who is in charged ofhandling inquiries from channels: Email/ Daikin VietnamApplication/Homepage/ Facebook/ Official Zalo/ System Integrated & manyFeatures to support directly SS/technician/dealers/ other depts in CallCenter, as "Lead Team Non voice channels"

- Being the person who works directly withthe supervisor of Service Center/ connect directly to PIC from otherdepartments to make smooth process in operation.

- Being the person who works directly withQuality Control Team in Call center to push Call agent improvement.

- Deploy the requirements of the management to other teams exactly & specifically.

- Record problems arising from teams andoffer solutions or ask consultation from leader (if necessary).

- Check the operation process of the teams& raise proposal to make adjustment (if necessary).

- Check operation, KPIs monthly & reportmonthly to Call management.

2. KPI Management:

- Control and monitor Call Center dispatchtime during the day and make necessary, timely adjustments.

- Control agents coordination by team toachieve KPI.

- Ensure quality for answering content forchannels in charged about: accuracy, timely.

- Implement assigned reports.

3. Training Planning:

- Discuss & follow with Quality ControlTeam to check & make adjustment for effective operation.

- Support training team tobuild suitable training content & plan.

Job Requirement

- University degree in 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

- Good at English, especially listening & speaking

- Advanced MS Word, MS Excel and MS PowerPoint is a plus

- Demonstrated ability to handle multiple tasks

- A willingness to learn continuously 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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