Customer Service Team Leader

- Supporting CS Supervisor in achieving business goals
- Handling escalation cases from customers to ensure due process has adhered properly with the highest customer service-oriented mindset
- Make sure all team members are actively involved in work and close to achieving team and individual KPIs
- Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements
- Coaching and assisting team members to ensure performance
- Being responsible for communicating new information or any update to all member
- Work with workforce management to monitor workload to ensure schedules are achieved

- Good at using Excel
- At least 3 years of experience in the contact center
- Ability to coach, develop team members
- Good communication and leadership skills
- High collaboration with all departments, open-minded & flexible aligns the process with counterparts from other functions.
- Fast-learning and open to change.
- Able to work with high pressure and tight deadlines.
- Proactive attitude and able to work with minimal supervision.

- Salary: 9.5 - 11.5 Mil/per month
- Allowance: 1.500k

- English CV
- Citizen Identify Card

CÔNG TY TNHH SHOPEE

Ninh Kiều, Cần Thơ

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