· Manage a Customer Care team by supervise day-to-day operations
· Be responsible for overall project management: Performances, KPIs, Service level change and new service expansion…
· Support BO team (Supervisor, Team Leader and Trainer/QA) and handle problems beyond ability and responsibility of lower level.
· Be an advice escalation point in case Supervisor cannot handle.
· Be a connection point between vendor and in-house
· Propose and maintain effective processes and standards of Customer care team to adapt business requirements
· Take the lead to develop the culture for customer care team, acquiring talent with expertise and experience to develop the channel.
· Monitor tools and reports to keep track of data and progress on support functions
· Over 03 years’ experience in Customer Service as Management role and above
· At least 01 year’ experience in Ecommerce/Digital platform
· Strong Negotiation, Decision Making and Problem-Solving skills
· Exceptional Communication and Interpersonal
· Good at business analytics and data modeling
Các công việc tương tự