{"id":1080,"date":"2025-09-24T16:10:58","date_gmt":"2025-09-24T09:10:58","guid":{"rendered":"https:\/\/www.nguyenannamcorp.com\/?post_type=tuyen-dung&#038;p=1080"},"modified":"2025-09-24T16:10:58","modified_gmt":"2025-09-24T09:10:58","slug":"customer-service-team-leader-hospitality","status":"publish","type":"tuyen-dung","link":"https:\/\/www.nguyenannamcorp.com\/en\/job\/customer-service-team-leader-hospitality","title":{"rendered":"Customer Service Team Leader \u2013 Hospitality"},"content":{"rendered":"<h3>Job Description:<\/h3>\n<ul>\n<li>Ensure all agents are achieving their daily KPI\u2019s in qualitative metrics;<\/li>\n<li>\u00a0Monitor scoring KPI statistics;<\/li>\n<li>\u00a0Isolate and identify areas of improvement on members performance;<\/li>\n<li>Monitor daily reports from the supervisor<\/li>\n<li>\u00a0Provide leadership, guidance, and support to the team members<\/li>\n<li>\u00a0Manage refreshment &amp; training to agents<\/li>\n<li>\u00a0Handle major incidents that cannot be resolved by agents<\/li>\n<li>\u00a0Identify &amp; escalate issues to the related teams when out of the scope of this department;<\/li>\n<li>\u00a0Find issues among members related to productivity and problem-solving;<\/li>\n<li>\u00a0Accept and process special requests from customers as per SOPs;<\/li>\n<li>\u00a0Interface with customers on refunds, providing explanations and processing;<\/li>\n<li>\u00a0Manage recurring meetings with team(s) to review performance;<\/li>\n<li>\u00a0Manage routing and payment method enablement as per available inventory defined by SOPs;<\/li>\n<li>\u00a0Ensure all cases are solved within required timeframe following the company\u2019s SOPs;<\/li>\n<li>\u00a0Report fraud to the company\u2019s risk team;<\/li>\n<li>Report any product error findings to related product\/engineering teams.<\/li>\n<\/ul>\n<h3>Working location:<\/h3>\n<ul>\n<li>8 Floor &#8211; Scetpa Building, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC<\/li>\n<\/ul>\n<h3>Working hours:<\/h3>\n<ul>\n<li>\u00a0From 9AM \u2013 6PM, 8 hours\/day, 25 days\/month<\/li>\n<\/ul>\n<h3>Candidate requirements:<\/h3>\n<ul>\n<li>University required. Good at English both written and spoken<\/li>\n<li>Have 1+ year experienced as Customer Service Team Lead position<\/li>\n<li>Have knowledge of KPIs metric in CS Contact Center<\/li>\n<li>Demonstrated problem-solving skills, strategic and analytical capabilitie<\/li>\n<li>Result-oriented, problem solver, analytical skill, and customer-focuse<\/li>\n<li>\u00a0Disciplined and high motivated to motivate and encourage team for improvemen<\/li>\n<li>Nice to have<\/li>\n<li>\u00a0Experience in BPO<\/li>\n<li>\u00a0Experience in Tourism\/Hospitality\/Aviation\/Accommodation<\/li>\n<\/ul>\n<h3>Income &amp; Benefits:<\/h3>\n<ul>\n<li>Income: 16,500,000 VND\/ month (Gross salary 13,763,000 VND + bonus up to 2,737,000 VND)<\/li>\n<li>Engagement activities (Birthday party, town hall,&#8230;).<\/li>\n<li>\u00a0Annual leave according to Labor Law.<\/li>\n<li>\u00a0Salary review once a year<\/li>\n<li>\u00a0Promotion once a year<\/li>\n<li>13th month salary<\/li>\n<li>\u00a0Participate in social insurance, health insurance, and unemployment insurance.<\/li>\n<li>\u00a0Bonus + gifts on holidays and New Year<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Job Description: Ensure all agents are achieving their daily KPI\u2019s in qualitative metrics; \u00a0Monitor scoring KPI statistics; \u00a0Isolate and identify areas of improvement on members performance; Monitor daily reports from the supervisor \u00a0Provide leadership, guidance, and support to the team members \u00a0Manage refreshment &amp; training to agents \u00a0Handle major incidents that cannot be resolved by&#8230;<\/p>\n","protected":false},"featured_media":951,"template":"","vi-tri":[193],"nganh-nghe":[204],"dia-diem":[8],"cap-bac":[236],"hinh-thuc":[249],"kinh-nghiem":[251],"muc-luong":[261],"class_list":["post-1080","tuyen-dung","type-tuyen-dung","status-publish","has-post-thumbnail","hentry","vi-tri-head-of-human-resources-department","nganh-nghe-customer-service","dia-diem-ho-chi-minh-city","cap-bac-team-leader","hinh-thuc-full-time","kinh-nghiem-1-2-years","muc-luong-15-20-m"],"_links":{"self":[{"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/tuyen-dung\/1080","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/tuyen-dung"}],"about":[{"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/types\/tuyen-dung"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/media\/951"}],"wp:attachment":[{"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/media?parent=1080"}],"wp:term":[{"taxonomy":"vi-tri","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/vi-tri?post=1080"},{"taxonomy":"nganh-nghe","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/nganh-nghe?post=1080"},{"taxonomy":"dia-diem","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/dia-diem?post=1080"},{"taxonomy":"cap-bac","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/cap-bac?post=1080"},{"taxonomy":"hinh-thuc","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/hinh-thuc?post=1080"},{"taxonomy":"kinh-nghiem","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/kinh-nghiem?post=1080"},{"taxonomy":"muc-luong","embeddable":true,"href":"https:\/\/www.nguyenannamcorp.com\/en\/wp-json\/wp\/v2\/muc-luong?post=1080"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}