Lead and manage a team of 10+ Customer Service agents, be responsible for the overall direction and performance of the team.
Carry out supervisory responsibilities, including interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
Create sales opportunities beyond stores, and decrease the loss of opportunity in the sale funnel by converting failed, cancelled, rejected, and returned orders.
Coordinate with Operations, Buying, Logistics and Finance teams to investigate and solve customer issues timely and with the highest service levels, escalating any issues appropriately and correctly.
Create best capacity plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
Yêu cầu có kinh nghiệm
Preferred master’s degree in business / economics / finance / marketing.
Minimum 5 years of solid B2C and/or strategy background.
Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously.
Exceptional data management skills, SQL is a plus.
Strong negotiation skills / ability to convince and influence teams.
Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue.
Result oriented, strong commitment to deliver expected outputs.
Ability to learn and highly adaptive.
Please kindly email your resume and cover letter to firstname.lastname@example.org apply directly at our office at 19thFloor, Vincom Center, 72 Le Thanh Ton Street, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam.
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