Customer Service Staff (Non-voice)

Work Location Ho Chi Minh

Job Level Experienced (Non - Manager)

Job Type Permanent

Experiences 1 - 5 Years

Salary Negotiable

Industry Customer Service, Consulting

Deadline to Apply 29/08/2025

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Job Benefit

Insurance
Travel opportunities
Allowances
Incentive bonus
Health checkup
Training & Development
Salary review
Seniority Allowance
Annual Leave

Job Description

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.

Job Requirement

- 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 tags: Customer Service Staff Non-voice

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