Senior Associate, Customer Service-Customer Care
Department:
Customer Service
Location:
Vietnam
Department: Customer Service
Location: Vietnam
Job Description
Reporting to the CS Manager you will be responsible for :
• Monitoring performance of SWAT team who handling escalation from front line agents.
• Identify root cause of customers’ issue and provide appropriate resolution in order to deliver excellent Customer Service.
• Co-ordinate with other teams/ departments to resolve customers issues.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Manage performance of Outbound BPO teams by following team performance and giving advice/support ensuring KPIs achievement.
• Undertake other tasks assigned by Customer Service Manager.
Job Requirements
• A Bachelor’s Degree.
• At least 3 - 5 year-experience in customer service/ call center.
• Previous Lead or Supervisory experience preferred.
• Proactive and continuous improvement attitude.
• Attention to detail.
• High Problem solving and priority skills.
• Excellent skills for communicating and relating with both team members and customers.
• Have good temperate to handle disputes and emergencies.
• Must be customer service and result oriented.
• Available for working at weekend (once to twice a month).
• Proficient in Microsoft Office (Excel, Power Point,…) and Fluency in English.
• Ability to work under high pressure.
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