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Customer Service Team Leader

Vietnam Concentrix Services Company Limited
Updated: 06/04/2020

Employment Information

  • Work location: Ho Chi Minh

    Job level:

  • Experience: 2 - 5 Years

    Salary: -

  • Industry: Consulting, Customer Service

    Deadline to apply: 31/05/2020


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

Job Description

Responsible for team mentoring.
· Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
· Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
· Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
· knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
· Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
· Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
· Contributing in offering recommendations for process product improvement to the Delivery Manager.
· Taking regular pre and post shift huddles discussing high and low pointers.
· Providing Floor support to agents and providing other assistance as the Backup for the Team Leader

Job Requirement

  •   Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.) 
  • Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite 
  •  Excellent communication skills Good understanding of system resources and allocation Flexible to work.
  • Open to work in rotating shifts and weekends 
  • Ability to work under pressure Target Oriented Team Management Skills Good team mentor
  • Professional work attitude and eager to learn
  • Yellow belt certification would be highly desirable 
  • Action Oriented, Integrity and Trust, Perseverance 
  •   Excellent verbal and written communications skills 
  • Strong external and management reporting skills 
  • At least 01 year experience at the same position
  • Can use English.

More Information

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

Company Overview

Vietnam Concentrix Services Company Limited

Company size: 500-999
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with...Detail

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Customer Service Team Leader

Vietnam Concentrix Services Company Limited

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About us

Vietnam Concentrix Services Company Limited

Employment Information

Customer Service Team Leader

  • Job level Team Leader / Supervisor
  • Salary 10,000,000 - 16,000,000 VND
  • Deadline to apply 31/05/2020
  • Industry Consulting , Customer Service
  • Experience 2 - 5 Years


Ho Chi Minh