Call Center/Customer Service Staff (Non-voice)

1. Team Management:

• Being the person who is in charged of handling inquiries from channels: Email/ Daikin Vietnam Application/Homepage/ Facebook/ Official Zalo/ System Integrated & many Features to support directly SS/technician/dealers/ other depts in Call Center, as "Lead Team Non voice channels"

• Being the person who works directly with the supervisor of Service Center/ connect directly to PIC from other departments to make smooth process in operation.

• Being the person who works directly with Quality 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 and offer 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 & report monthly to Call management.

2. KPI Management:

• Control and monitor Call Center dispatch time during the day and make necessary, timely adjustments.

• Control agents coordination by team to achieve KPI.

• Ensure quality for answering content for channels in charged about: accuracy, timely.

• Implement assigned reports.

3. Training Planning:

• Discuss & follow with Quality Control Team to check & make adjustment for effective operation.

• Support training team to build suitable training content & plan.

• 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