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Job Title:  Customer Service Supervisor (Contact Center)

Division:  Operations
Department:  Customer Service Center

Ho Chi Minh, VN


Job Summary

  • To assist CS Team Head in managing daily works, give comment(s)/ideas(s) or identify opportunities for quality improvement, and developing initiatives/project/system enhancement
  • To deal with internal customers (All departments) and external customers (customers, business partners) in order to get the assigned work(s) done and meet CS’s KPIs
  • To develop coaching and training to CS staff to upgrade their skills level then supporting to build Customer Centric Culture as always giving the customers top highest priority, to think beyond standard services.
  • To perform scheduled quality monitoring and service audits to ensure that CS personnel are continually working towards delighting customers through consistent and excellent service standards
  • To supervise users and be first level support for any system in CS function
  • To periodically review, update, develop all related processes, manuals, workflows and do regular/ad-hoc reports

Key Roles & Responsibilities

  • Call flow & dropped call real-time monitoring
  • Walk-in customer serving
  • Email, chat contact channels
  • TAT control
  • Organize/support both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff
  • Conduct some customer service skills training and quality improvement training to other departments, if any
  • Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer 
  • Do regular/ad-hoc reports
  • Be a good back up for CS Team Head
  • Other assigned tasks by CS Team Head

Job Requirements

1. Qualification: 

  • University/College graduated. Economics, Finance or Banking is preferable

2. Experience: 

  • At least 3 years of management experience in customer service/call center or related industries

3. Skills: 

  • Reporting & analysis skills, good numeric sense, strong ability to work with system and structured approach
  • Motivated & proactive
  • Ability to work independently under pressure and high teamwork spirit
  • Good problem-solving skills; Good communication in English

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