CS Team Leader (App Social Video)
freeC's Client

Full time

Hiring 3 people

1 years of experience

Ho Chi Minh

Published 23/12/2022

Job Description

Ensure all agents are achieving their daily KPIs in qualitative metrics
Monitor scoring KPI statistics
Isolate and identify areas of improvement in members' performance
Monitor daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Manage refreshments and training for agents
Handle major incidents that cannot be resolved by agents
Identify and escalate issues to the related teams when they are outside the scope of this department
Find issues among members related to productivity and problem-solving
Accept and process special requests from customers as per SOPs
Manage recurring meetings with team(s) to review performance
Manage routing and payment method enablement as per available inventory defined by SOPs
Ensure all cases are solved within the required timeframe, following the company’s SOPs
Report fraud to the company’s risk team
Report any product error findings to related product/engineering teams

University/Colleges required.
1-year minimum supervising/leading a team of 20 or more people.
Experience in E-commerce and technology is a plus.
Upper-Intermediate level in English.
Experience in a high-growth organization is strongly preferred.

Skills

Customer Service Skill

Benefits

Salary: negotiation
Periodical bonus: twice/per year
Position promotion, salary increase: once/per year
13th-month salary, Bonuses, gifts for Holidays
Insurance companies followed Vietnamese Labor Law
Activities: Birthday party, Employee engagement activities
Working time: 8 hours per day, 11 a.m. to 11 p.m., 6 days per week.

Career

Customer Support

Company Info

freeC's Client

Ho Chi Minh

101-300 employees

https://freec.asia/

HRTech IT/ Web

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

CS Team Leader (App Social Video)freeC's Client