Customer Representative Team Leader (Japanese/Korean)
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Mô tả công việc
A Team leader provides direction, motivation, and guidance to a relative team of Customer Service Representatives for the purpose of assuring SLAs and KPIs of the Program.
Responsibilities
• Daily business operations support:
- Stay aligned with Overhead team on Program changes and floor situations
- Participate in calls with Clients.
- Manage email and chat correspondence related to operational changes for relative team with client
- Provide updates on operational issues to the Team.
- Support QA/TR with process changes
- Provide internal/external reporting on day-to-day operational issues.
- Support Advisors by solving queries.
- Open and Manage IT and HR tickets on behalf of advisors.
- Take ownership of client escalations related to operational issues.
- Keep track of ticket handling with time management
- Ensure new starters are onboarded in Concentrix and Client IT environments.
- Manage schedule of relative team
- Keep track of attendance, punctuality, and absenteeism
- Team holidays planning
- Assure program documentation is kept up to date.
- Identify and implement initiatives to drive client satisfaction, increase efficiency and boost team productivity.
• Service Quality assurance.
- Own and monitor the overall performance level of the relative team members.
- Ownership of Support Plans
- Ownership and administration of 1:1s with relative team members to deliver feedback, and solicit insights on process inefficiencies or team-related issues
- Participation in Nesting activities
- Identify potential areas of improvements team wise and procedures wise
• Control SLA/KPI compliance:
- Control the tickets of the relative team members: encourage Advisors to take cases, manage the timelines on the case handling and follow up appropriately.
- Assure tickets of absent advisors are managed
- Guide the teams on workload prioritization
- Constantly check the adherence of the agents to their schedules
- Provide agents regular updates on KPI adherence
- Identify trends on volumes and report to the PM
Yêu cầu công việc
• Thorough knowledge of Customer Service business: SLA/KPI/CSAT/Productivity etc.
• Fluent English, any other language is a plus
• Presentation and speaking skills
• Working knowledge of IT Platform, equipment, and applications: Windows/MS Office
• Good disposition to work in a customer service environment.
• Customer care skills – ability to listen and understand the customers’ needs.
• Basic knowledge on sales skills-Upselling and cross-selling
Phân tích mức độ cạnh tranh
VietnamWorks AI
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Giá
29.000đ / lượt
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Thưởng
Chăm sóc sức khoẻ
Nghỉ phép có lương
Thông tin việc làm
28/12/2024
Trưởng phòng
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
Customer Service Knowledge, English Fluency, IT Knowledge, Presentation Skills, Problem Solving
Phần Mềm CNTT/Dịch vụ Phần mềm
Tiếng Anh
1
Không hiển thị
Địa điểm làm việc
Quang Trung Software City
Quang Trung Software Park, District 12
(Xem bản đồ)Nhận diện một số hình thức lừa đảo
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