Customer Service Supervisor (Giám Sát CSKH, T2-T6) CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL

As a Customer Service Supervisor, you will work from Monday to Friday and you can choose 01 of 03 work time as below:

1. Night Shift 1: 8:00 PM to 5:00 AM
2. Night Shift 2: 12:00 PM to 9:00 AM

With some other tasks:

• Support in hiring, training, and managing staff including scheduling and payroll
• Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
• Analyze call center and Live Chat performance data and prepare and interpret associated reports
• Assist in staff evaluations and performance reviews
• Set both sales and performance goals for agents.
• Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
• Analyze both individual and team performance daily to manage overall sales and service levels.
• Record agent and team statistics, and prepare reports for Management.
• Maintain up-to-date knowledge of industry developments.
• Assists management with the company’s day-to-day carrier operations activities
• Responds to customer inquiries; review responses; gather and research information; assemble and forward information; verify customer's understanding of information and provide resolution
• Maintains a solid understanding of the current products and services being offered to ensure customer satisfaction
• Verifies and approves customer and agent orders; handles complaints and provides solutions
• Some other duties as required by the Senior Manager/Director.

Softel Solutions offers more than just a job; it’s a chance to build a meaningful career within an iconic US brand while gaining valuable experience. Opportunities to learn American cultures and master your English as native American English-speaking

• Unbeatable base salary with the potential bonuses and incentives.
• Work 5 days a week and 8 hours a day.
• 12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
• Quarterly & Annually Performance-based Bonuses & Sales commission:
  • Huge Sales Incentives: Earn commissions from device upgrades, data top-ups, cross-sales, and plan upgrades
  • KPI Bonuses: Based on customer satisfaction (70%), attitude, team spirit, and innovative ideas contributions (30%)
• Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor/Manager, Director.
• Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
• Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.

Join us at HTH Communications and be part of a dynamic and winning team where your career growth matters!

• Diploma/Bachelor’s Degree.
• 5+ years of experience in the management/leadership roles.
• Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
• Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
• Desired qualities include an outgoing personality and an outstanding attendance record.
• Effective multitasking, prioritization, and time management skills.