Customer service team lead
Hegka Vietnam
- Tp Hồ Chí Minh
- Lâu dài
- Toàn thời gian
Working Address: 875 Cach Mang Thang 8, Ward 15, District 10, Ho Chi Minh CityKey Responsibilities:Oversee daily operations of the customer service team, ensuring SLA compliance and service quality.Manage the team's daily operational indicators related to quality, quantity, diligence, etc., to ensure performance and KPI achievement.Assist team members in handling difficult customer cases or complex complaints.Conduct regular team meetings to share updates, best practices, and performance expectations.Train and guide employees on workflows and problem-solving techniques.Monitor and analyze performance metrics, introducing initiatives that increase efficiency.Develop strategies to improve the overall customer experience and reduce complaint rates.Ensure the team follows company policies and procedures.Stay updated on gaming industry trends and company products to provide expert guidance.Perform other tasks as assigned by the direct manager.Skills & Requirements:College degree or higher.At least 1 year of experience in a team leader role.Strong interpersonal skills and ability to work in a team-oriented environment.Strong analytical and problem-solving skills.Attention to detail and a commitment to quality.Knowledge of CRM software (e.g., Zendesk is preferred) and customer management tools.Fluency in English (Speaking, Listening, Writing, and Reading) 100% English-speaking environment.Proficiency in Microsoft Office (Word, Excel, PowerPoint).Passion for gaming and familiarity with gaming communities, platforms, and terminology is a plus.Benefits:Probationary period: Only 45 daysBonuses: 13th-month salary, holiday bonuses (April 30th - May 1st, September 2nd, New Year's Day), performance bonuses, and birthday gifts.Full labor contract & social insurance benefits after the probation period.Annual leave: 12 days per year.