Customer Service Team Leader [MBB-19]

DESCRIPTION
Directly responsible for a Call Center team or a function within customer service, the team leader acts as a
Escalation point
Performance and quality driver
Process designer
Improvement and change manager.
Implement new and innovate existing customer service processes
Help develop training plan for new CSRs and maintain continuous training for existing CSRs
Assist CSR’s in exceeding customer expectations through excellent customer ser-vice
Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs
Provide regular, transparent feedback and reporting on CSR performance to the CSM
Continuously improve the performance of your team
REQUIREMENT
Proficiency in English and Vietnamese.
Bachelor’s Degree
Least 1 years of experience in Call Center team leader role
Track record of high performance and team improvement
Identify call center’s performance gaps and provide solution through root cause analysis and problem solving
Technical expertise and ability to implement and test contact center hardware and systems
Ability to operate multi-platform customer contact systems
Work independently and proactively take on new responsibilities where most needed
Good at data and report to control backlogs & performance
➡ TO APPLY
• Send resume and cover letter to job@matbao.com  referencing “Customer Service Team Leader”.
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