Customer Service Manager - Mandarin

The Role

The responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Duties and Responsibilities

• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction

• Establishing and managing relationships with stakeholders

• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilities

• Responsible for following agreed governance model, escalation & communication plan

• To ensure team members achieve agreed standards in relation to their job assignments.

• To ensure training of new staff on the corporate policy rules to be adhered to

• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules

• To monitor and document work schedule of staff and absences.

• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth

• Taking weekly and monthly calls with clients to understand the expectations of the teams and provided updates

• Identify and drive continuous improvements and initiatives in process

• Coach & mentor Team lead so that they are able to manage their teams better

• Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management

• To ensure that all internal customer queries are followed up on a timely basis

Yêu cầu công việc

• Candidate must have bachelor’s degree in operations management or related field.

• At least 04 years of professional experience in Operation Management/Customer Service in Call Center

• Must possess effective communication skills (written and verbal)

• Flexible 24/7 environment

• Ability to work under pressure

• Corporate and process mind

• Excellent communication and quality orientation

Location: 10th Floor, Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh

Working Time: 5 days/week.

Working Date: 9 hours (8hrs working + 1 hrs break)

Language Proficiency: Chinese Mandarin + English

Quyền lợi

• Thưởng: Bonus
• Chăm sóc sức khoẻ: Heathcare
• Máy tính xách tay: Laptop