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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