Leader Chăm Sóc Khách Hàng (Biết Tiếng Anh) - Tại Phường Tân Định, Quận 1 (Cũ)

1. Managing the Agent Team & Ensuring Performance

• Supervise the customer support team.

• Assign tasks and monitor message/comment handling progress on fan pages.

• Ensure the team's response quality follows the process & SLA.

• Maintain service quality, provide quick responses, and enhance customer experience.

• Report team performance and propose service improvements.

2. Customer Care, Consultation & Support Representative

• Act as a representative of the partner's Customer Support department to provide services & comply with service rules.

• Proactively consult customers based on their needs & brand policies.

• Ensure customer satisfaction, answer in-depth inquiries, and provide comprehensive support.

• Receive, verify, and escalate technical issues for resolution, address new customer requests, and guide them on system features.

• Develop optimized processes to personalize customer experiences.

• Compile and forward tickets to the deployment and product research team.

• Provide customers with information on new features and products.

• Send emails and notifications to customers via multiple channels.

• Filter and check customer subscription expiration dates.

• Contact and inform customers about contract renewal timelines.

• Gather feedback from customers who choose not to renew.

3. Reporting & Process Optimization

• Report on customer care activities.

• Summarize performance reports and propose service improvement strategies.

• Analyze customer data to optimize experience & engagement.

• Collaborate with internal teams to ensure optimal results.

Yêu cầu ứng viên

• Have 3-5 years of experience in customer support, social media management, fan page administration, software, IT, or related fields.
• Team management experience (leading a team of 5-10 is a plus).
• Strong customer service & consultation skills.
• Excellent communication skills, customer service mindset, and flexible problem-solving abilities.
• Proficient in social media platforms like Facebook, Instagram, TikTok, etc.
• Strong English communication skills.
• Experience using fan page management tools, chatbots, and CRM systems is a plus.
• Ability to analyze data, generate reports, and propose performance improvement solutions.

Quyền lợi được hưởng

• Full coverage of Social Insurance, Health Insurance, and Unemployment Insurance as per labor law regulations.
• A young, dynamic, and friendly working environment.
• Career growth opportunities with a structured development roadmap.
• Participation in company activities, monthly events, and sponsored training courses for skill development.
• 12 days of annual leave.
• 13th-month salary bonus based on company performance and individual achievements.
• Company trips and year-end parties.
• Annual performance review and salary evaluation.