CS Supervisor job at freeC's Client

CS Supervisor
freeC's Client
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Full time
Hiring 1 people
Ho Chi Minh
Published 28/07/2022

Job Description

  • Managing Inbound teams (CS, Hotel, Payment) comprises Team Leaders, Trainer, QAs, CS agents, Hotel operators, and Payment operators in all aspects of a call center context.
  • Planning and executing strategically Operations through forecasting, rostering, monitoring, briefing, coaching, and others.
  • Highly involved in identifying agent gaps and offering prevention plans accordingly.
  • Responsible for monitoring CS/Hotel/Payment agents in terms of quality and quantity to meet operational requirements from Clients.
  • Handling escalation cases from customers to ensure the due process has adhered properly with the highest customer service-oriented mindset.
  • Handling and taking full responsibilities for escalation cases from clients to ensure lesson/experience learned and no re-occurrence.
  • Taking full credits to train/retrain CS/Hotel/Payment agents to sustain service quality and quantity at par level.
  • Following and making sure all team members are actively involved in activities Service Improvement and Motivation Program.
  • Providing Performance Reports and analyses such as attendance, achievement, activities assigned, etc.
  • Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaints are not resolved in a specified period by the Service Level Agreement, bulk cases, and others.
  • Developing personal performance and team members (Team leaders and agents) such as training, briefings, and seeking the latest information.
  • Monitoring, ensure all team members (team leaders and agents) are actively involved in the activities of Quality Service Management and Assessments.
  • Carry out all the above activities in accordance KPI set by the company's Client.
  • Doing the responsibility and authority by the business processes defined by the company's Client.


Skills

Customer Service Skill
Customer Relationship
Customer Support

Requirement

  • Male/female age 26-36 years old.
  • College degree or higher.
  • Minimum of 1-year experience level Senior Team Lead/Supervisor in Callcenter.
  • Experience in the BPO industry and having OTA exposure is a plus.
  • Ability to effectively manage cross-functional projects.
  • Experience in managing to performance targets desired.
  • Strong personality and leadership.
  • Project management experience, able to work independently on multiple concurrent initiatives.
  • Demonstrated problem-solving skills, and strategic and analytical capabilities.
  • Result-oriented, problem solver, analytical skill, and customer-focused.
  • Excellent command of spoken and written English and Vietnamese.
  • Disciplined and high motivated to motivate and encourage the team for improvement.
  • Good at English both written and spoken.
  • Good at Microsoft Office skills.

Benefits

  • Attractive Salary and Benefits.
  • Performance appraisals every year.
  • Performance bonus twice a year.
  • Various training on best practices and soft skills.
  • Diverse career opportunities with various industries and products.
  • Company trip, big annual year-end party every year, team building, etc.
  • Working time: Monday to Saturday (9 am – 6 pm), working 25 days/month.
Company Info
freeC's Client
Ho Chi Minh
101-300 employees
https://freec.asia/
IT/ Web
HRTech

About

freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam

Working Address

Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMView map