Customer Service Team Leader – Hospitality

Job Description:

• Ensure all agents are achieving their daily KPI’s in qualitative metrics;
•  Monitor scoring KPI statistics;
•  Isolate and identify areas of improvement on members performance;
• Monitor daily reports from the supervisor
•  Provide leadership, guidance, and support to the team members
•  Manage refreshment & training to agents
•  Handle major incidents that cannot be resolved by agents
•  Identify & escalate issues to the related teams when out of the scope of this department;
•  Find issues among members related to productivity and problem-solving;
•  Accept and process special requests from customers as per SOPs;
•  Interface with customers on refunds, providing explanations and processing;
•  Manage recurring meetings with team(s) to review performance;
•  Manage routing and payment method enablement as per available inventory defined by SOPs;
•  Ensure all cases are solved within required timeframe following the company’s SOPs;
•  Report fraud to the company’s risk team;
• Report any product error findings to related product/engineering teams.

Working location:

• 8 Floor – Scetpa Building, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC

Working hours:

•  From 9AM – 6PM, 8 hours/day, 25 days/month

Candidate requirements:

• University required. Good at English both written and spoken
• Have 1+ year experienced as Customer Service Team Lead position
• Have knowledge of KPIs metric in CS Contact Center
• Demonstrated problem-solving skills, strategic and analytical capabilitie
• Result-oriented, problem solver, analytical skill, and customer-focuse
•  Disciplined and high motivated to motivate and encourage team for improvemen
• Nice to have
•  Experience in BPO
•  Experience in Tourism/Hospitality/Aviation/Accommodation

Income & Benefits:

• Income: 16,500,000 VND/ month (Gross salary 13,763,000 VND + bonus up to 2,737,000 VND)
• Engagement activities (Birthday party, town hall,…).
•  Annual leave according to Labor Law.
•  Salary review once a year
•  Promotion once a year
• 13th month salary
•  Participate in social insurance, health insurance, and unemployment insurance.
•  Bonus + gifts on holidays and New Year

Apply