30143090 VSO Offer-VN 2

Country:

Vietnam

Location:

VNM05: Unit 1101 – Centre Point Building – 106 Nguyen Van Troi, Ward 8. Phu Nhuan District., Ho Chi Minh City

Summary
This position supervises entry and intermediate professional level employees or team leaders of support employees in Customer Service. Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.

Job Description

• Supervises teams includes all levels of employees and team leaders that perform customer service duties to ensure customer expectations are met.
• Confers with customers by telephone or electronically to provide information about products or services, customer accounts, or product complaints specific to escalated and unresolved calls from less experienced representatives to ensure quality services are delivered to the customers.
• Guides and assists team with routine to difficult client problems and issues resolution, when required, to help them solve problems and also build capabilities.
• Checks customers' problems were addressed and resolved to ensure smooth operations of customer services work.
• Checks customer correspondence is properly documented in order to inform management of product issues that arise from problems identified from customer service support to ensure issues are discussed and resolved.
• Ensures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints.
• Includes, when required, minimal selling or promotion of products or services to ensure business targets are met.
• Responsible, when required, for the day-to-day supervision of a team of call center representatives to maintain efficient customers communications.

Minimum Requirements
Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution
Requires specialized knowledge of technical or operational practices
University Degree and a minimum of 3 years prior relevant experience

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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