Job Description:

  • Strategize and monitor daily activities of customer service operation
  • Investigate customer's problems and find solutions
  • Assist with development and implementation of service policies, and explaining these to staff and customers
  • Work with CS team management on customer service initiatives
  • Identify issues on data and statistics
  • Communicate with other departments and management to resolve problems and expedite work
  • Ensure team KPIs as required
  • Plan, prepare, and devise work schedules according to workloads
  • Assist in hiring, training of customer service associates
  • Provide coaching and guidance for performance improvement and development
  • Review and evaluate performance of team members
  • Perform additional duties where needed

Requirements:

  • Experience in customer service, call center is essential
  • Preferred 2 years of experience in a supervisory role
  • Proficient knowledge of customer service, and standard office practices, processes and procedures
  • Outstanding communication and negotiation abilities
  • Outstanding organizational skills
  • A results-oriented approach
  • Good organizational and leadership skills
  • Ability to work under pressure
  • Leading skill with group from 5-8 agents
  • Bachelor’s degree required
  • English is must

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