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Customer Service Supervisor (Frontline) - Giám Sát Chăm Sóc Khách Hàng (Frontline)

Công Ty Giải Pháp Thương Mại Điện Tử DHL Việt Nam (DHL eCommerce Solutions Vietnam)
Updated: 17/10/2019

Employment Information


  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Seniority Allowance
  • Annual Leave

Job Description

1. Area

To manage Contact Center team: Hotline, Social Media team.. to provide the First Call/Contact Resolution at the first contact to CS team.

2. Customers

  • Act as the primary escalation contact for customers and liaise with relevant departments on the service delivery to customers.
  • To assist customers in resolving service issues, complaints and claims compensation promptly.
  • Driving effective problem solving for customers
  • Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.

3. Processes

  • Ensure first contact resolution provided by team in supporting customer requests or handling of complaints and exceptions.
  • Ensure timely management of complaints and inquiries escalations.
  • Provide responsive reply to general customers' inquiries or via other interaction channels that have requested a supervisor to rectify their situation to the best of our ability.
  • Overseeing and assessing team productivity and activities, providing them with regular performance-related feedback and constructive coaching.
  • Monitoring daily activities of customer service frontline operations as well as manage all KPIs targets through effective management of the Customer Service function.
  • Provides quality service by enforcing quality and customer service standards
  • Continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
  • Identify call center operational issues and customer issues and suggest customer experience improvements to management
  • Prepare performance reports and analyze data to assist and advise management

4. Stakeholders

  • Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
  • Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
  • Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care.

5. Finance & Projects

  • Active participation in system user acceptance testing.
  • Engage in cross-functional collaboration and discussion.
  • Active participation in Net Promoter Approach program
  • Assisting with development and implementation of systems, service policies, procedures and explaining these to team
  • Active participation in implementation of customer service strategy and plans for the defined geography/ business area

6. People Management

  • Prioritize and delegate work tasks for self, Customer Service Advisor with focus on resolving customers' inquiries/issues.
  • Acts as next level of escalation in the absence of a Contact Center Manager.
  • Training staff in areas of customer service and company policies.

Job Requirement

1. Skills & Proficiencies

  • Team Management
  • Performance Management
  • People Development
  • Strong Excel, Problem Solving and Analytical skills 
  • Reporting Skill
  • Presentation Skill
  • Facilitation and Training Skills

2. Education / Qualification / Certification

  • Minimum 3 years experience in customer service role
  • Bachelor Degree in related field
  • Effective communication in English
  • Able to demonstrate high achievement in previous customer service role

3. Language Requirements 

  • English - Advance

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

Công Ty Giải Pháp Thương Mại Điện Tử DHL Việt Nam (DHL eCommerce Solutions Vietnam) size: 300 - 400
DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding...Detail

Customer Service Supervisor (Frontline) - Giám Sát Chăm Sóc Khách Hàng (Frontline)

Công Ty Giải Pháp Thương Mại Điện Tử DHL Việt Nam (DHL eCommerce Solutions Vietnam)

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