Customer Service Lead

• Manage after-sales services (bike servicing/support, support queries).
• Supervise and monitor daily activities of customer service operations.
• Investigate customers' problems and find solutions, ensuring that customer feedback are heard and acted upon.
• Handle major incidents that cannot be resolved by agents.
• Ensure all cases are solved within the required time-frame following the company’s SOPs.
• Develop and implement service policies, and communicate these to staff and customers.
• Manage and reconcile CRM databases, and identify issues on data and statistics.
• Communicate with other departments to resolve problems and expedite work.
• Ensure team Key Performance Indicators as required.
• Assist in hiring, training, and coaching of customer service associates.

Yêu cầu ứng viên

• Bias for action; self-starter approach to challenging the status quo;
• At least 2 years of experience in customer service and 1+ year experienced as Customer Service Team Lead position;
• Critical thinking and good problem solving skills.
• Must be good at English both written and spoken.
• Proficient knowledge of customer service, and standard office practices, processes and procedures.
• Experience in working with CRM and omni-channel systems (Salesforce, Jira, Zendesk).
• Detail-oriented.
• Outstanding communication and negotiation abilities.
• Outstanding organizational and leadership skills.
• A results-oriented approach.
• Ability to work autonomously, without formal requirements documentation, in a fast-paced environment; ability to manage changing priorities.
• Hi-tech industry experience is a plus.

Quyền lợi được hưởng

• Competitive salary.
• Meal support according to company policy.
• Social insurance.
• MIC insurance.
• Discount price to buy a Dat Bike.