We are looking for a customer-centric individual with team management skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction.
The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth, and reduced operational losses.
Support all contact channels by successfully handling a high volume of inquiries via emails/chats or other channels.
Assist customers by providing information in response to inquiries about products and services and resolve customer problems/issues in a timely, professional, friendly, and courteous manner.
Coordinate with other departments to resolve customer issues, including proactively following through on all requests with all levels of the organization to ensure the fastest response time possible.
Ensure a thorough understanding and enforcement of our policies and procedures.
Partner with the leadership team to identify and escalate issues and/or crises related to site, internal or external systems when necessary.
Manage workflow, escalations and effectively delegate workload across the team.
Maintain and improve day-to-day operations.
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Customer satisfaction management:
Ensure core satisfaction metrics are measured and analyzed on a regular basis.
Collect customer insights from various channels and provide feedback to responsible departments.
Implement quality assessment on all agents on a weekly/monthly basis.
Monitor and improve customer inquiry resolution quality.
Create development plans for agents with low-quality scores.
Identify and eliminate root cause barriers to accuracy, productivity, and quality.
Solve complex customer service issues and proactively prevent negative service trends.
Detect, measure, and analyze operational risks.
Proactively inform and keep BOD in the loop on statuses of major crises and urgent matters.
Team establishment and management:
Evaluate workload throughout the year and recruit full-time or part-time agents.
Interview, onboard, and train new agents.
Plan, assign, and direct work;
Evaluate performance of the team on a regular basis.
Provide effective conflict resolution.
Assist CEO in design and carry out employee training programs based on market trends, and business needs.
Ensure team culture is in line with the vision, mission, and core values of the company.
2-3 years of experience in customer service with a minimum of 6 months - 1 year in a managerial role, preferably in the e-commerce space, working with English-speaking customers.
Experience working with Shopify, eBay, or Amazon marketplace is strongly desired.
Experience working with customer service software (Freshdesk, Zendesk, Zoho desk, Core CRM…)
An excel expert.
Knowledge of industry’s best practices.
Solid understanding of customer behaviors.
Ability to be flexible with schedule in respect to the needs of the business: this includes. working overtime, holidays, and weekends when necessary.
Excellent English communication with a focus on reading, writing, and perfect grammar skills
Proficiency with task and project management tools such as Trello, Jira, Base, etc.
COMPENSATION & BENEFITS
Competitive salary and allowance (allowance for lunch, travel and parking fee).
12 days of paid annual leave.
13th-month salary and bonus based on overall company performance.
Team building activities.
Other benefits in accordance with Company's Policy and Vietnam Labor Laws.
Reward program with various gifts.
➢ Floor 6, CT2 Building, Bac Ha C14 Building, To Huu Street, Trung Van Ward, Nam Tu Liem District, Hanoi City, Vietnam. (Hà Nội)
2 - 3 năm
Floor 6, CT2 Building, Bac Ha C14 Building, To Huu Street, Trung Van Ward, Nam Tu Liem District, Hanoi City, Vietnam.
20-50 nhân viên
BSIE MEDIA was established in March 2017 by a team of energetic and enthusiastic young people, with the vision to bring the customers the best online shopping experiences. Our work is focused on Pr [...]