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Cty TNHH HUSBLE
104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.
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About the role: 

 

We are looking for a customer-centric individual with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the CEO.

The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses. 

Main Responsibilities:

Day-to-day:

  • Lead and manage a team of up to 10 agents, including in-house and outsourced employees

  • Manage workflow, escalations and effectively delegate workload across the team

  • Maintain and improve day to day operations 

  • Identify and resolve problems raised by agents 

  • Track employees' performance, and attendance 

  • Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.  

  • Solve complex customer service issues and proactively prevent negative service trends 

  • Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters 

Quality assessment/review: 

  • Design quality assessment scorecards & processes 

  • Implement quality assessment on all agents on a weekly/monthly basis.

  • Monitor and improve customer inquiry resolution quality 

  • Create development plans for agents with low-quality scores

  • Identify and eliminate root cause barriers to accuracy, productivity, and quality

Customer satisfaction management:

  • Ensure core satisfaction metrics are measured and analyzed on a regular basis 

  • Collect customer insights from various channels and provide feedback to responsible departments  

 

Risk management: 

 

  • Detect, measure, and analyze operational risks 

  • Create risk reports and provide insights for other business stakeholders and CEO

  • Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses 

  • Long term: design reports and work with engineering to build risk monitoring dashboard as needed 

 

Team management:

  • Evaluate performance of the team on a regular basis 

  • Develop, coach, and support individuals at all stages of their career

  • Interview, onboard and train new employees 

  • Plan, assign and direct work; 

  • Reward and discipline employees; 

  • Provide effective conflict resolution

  • Design and carry out employee training programs based on market trends, and business needs. 

  • Ensure team culture is in line with the vision, mission and core values of the company. 

Qualifications:

  • Bachelor’s Degree or higher.

  • 6-8 years of experience in customer service with a minimum 3 years in managerial role, preferably in the ecommerce space, working with english speaking customers. 

  • Experience setting up and working with customer service softwares 

  • Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus

  • An excel expert

  • Knowledge of industry’s best practices. 

  • Solid understanding of customer behaviors.

  • Ability to work under pressure involves dealing with constraints might be outside of your control

  • Excellent English communication with a focus on reading, writing and perfect grammar skills 

  • Proficiency with task and project management tools such as Jira, Asana, Trello, etc.

Benefit package:

 

  • Competitive salary and benefits

  • 12 days of paid annual leave

  • 13th month salary

  • Team building activities

  • Personal Laptop

  • Other benefits in accordance to Company's Policy and Vietnam Labor Laws

- File pdf: TẢI VỀ

Hạn nộp : 30/06/2021
Xin lưu ý : Ghi rõ "Biết đến tin tuyển dụng tại Danangjob.vn" trong Đơn xin việc (CV) khi nộp hồ sơ cho Nhà tuyển dụng để được ưu tiên. Xin cảm ơn!

Thông tin nhận hồ sơ

Địa chỉ nhận hồ sơ

104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.

Email nhận hồ sơ

linienguyen2020@gmail.com

Thông tin liên hệ

Người liên hệ

Linh Nguyen

Địa chỉ

104-106-108 Nui Thanh, Hoa Thuan Dong, Hai Chau, Da Nang, Vietnam.

Email

linienguyen2020@gmail.com

Điện thoại

0983008106

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