CUSTOMER SERVICE LEAD – POPS WORLDWIDE

CUSTOMER SERVICE LEAD

Full time
Ho Chi Minh city
I. JOB DESCRIPTION:
  • Be responsible for setting up customer service standard workflows, policies standards, and performance metrics
  • Collaborate with relevant departments to understand and handle customer-related issues to improve customer service and manage escalations appropriately
  • Managing daily operations by ensuring standard procedures are implemented and providing coaching to the team on areas of improvement and development.
  • Identify and drive necessary changes for the improvement of operating and organizational efficiency of the customer services team.
  • Generate, monitor, and communicate daily, weekly, and monthly reporting of contact center, performance as per identified KPI to stakeholders
II. JOB REQUIREMENTS:
  • At least 5-year experience in Customer Service and at least 1-year experience as Team Lead
  • Highly knowledgeable of customer service SOPs, databases, and tools
  • Strong customer service soft skills (complaint handling, problem solving, negotiation and escalations
  • Ability to work independently and deliver high quality solutions in a timely manner.
  • A problem solver with a strong awareness of risk and ability to see around the corners.
  • Ability to learn and adapt quickly in a dynamic work environment
  • Excellent verbal and written communication skills both in Vietnamese and English
  • Ability to think strategically and lead teams in achieving set goals
  • Advanced troubleshooting and multi-tasking skills
  • .