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Customer Service Team Leader

Customer Service Customer Service English Helpdesk eCommerce Operations


7,000,000 VNĐ /ứng viên
Icon company Company


Icon salary Salary
500 - 850 $
Icon Location Location
Ha Noi
Icon Vacancies Vacancies
1 persons

Job Overview And Responsibility

- Responsible for leading the team to provide superior support to customers, partners, and internal teams - Responsible for supporting team members on customer escalations - Perform team members management duties including recruitment, staff development, team building and performance reviews. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction. - Monitor team performance and ensure that all SLAs and performance metrics are met and take appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage - Identify trends and opportunities to improve customer experience and operational efficiency - Ensure customers support cases are handled, exceeding expectations in a timely manner within the agreed SLAs - Maintain a high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. - Participate in business/project planning with other functional teams to ensure readiness for customer support including processes, systems and policies requirements - Translate high-level organizational goals into team and individual goals for staff

Required Skills and Experience

- At least 2+ years experience with similar roles - Proficient in English (Speaking and Writing Skills) - Excellent written and verbal communication skills with a professional tone. - Ability and desire to deliver exceptional levels of Customer Service - The heart and passion for our customers and the ability to exude client satisfaction - Must have knowledge of customer service standards and procedures - Able to parse feedback and contribute to the product or working process by suggesting feature requests based on your knowledge of customers. - Able to use Help Desk software such as Freshdesk, Zendesk, etc. Otherwise, proficient using technology and software is a must - Experienced candidates in the fields of retail, e-commerce, startup are more preferable. - Must have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independently - Must have the ability to handle conflict positively and work in a fast-paced environment - Proven problem solving and multitasking skills - Flexible and willing to work at nights and weekends when needed. - Must have the ability to coach and reinforce confidence and skill levels of other Team Members

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