Customer Services Team Leader Công Ty TNHH TMZ

- Responsible for leading the team to provide superior support to customers, partners, and internal teams - Maintain a high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. - Responsible for supporting team members on customer escalations - Perform team members management duties including recruitment, staff development, team building and performance reviews. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction. - Monitor team performance and ensure that all SLAs and performance metrics are met and take appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage - Identify trends and opportunities to improve customer experience and operational efficiency - Translate high-level organizational goals into team and individual goals for staffs

- Competitive salary, from 15-25 mils VND depending on your experience and abilities. - 13th-month salary commitment and performance bonus - Traveling with the company every year - Bao Viet Health Care Insurance (after 3-months in the role) & Annual Health Checks - Opportunities to learn and gain more experiences with great potential for future growth - Working Enviroment - Dynamic, flexible, and friendly working environment - Working with a team full of young and passionate talents - Working remotely according to the company’s policy

- Proficient in English: Reading – Writing – Listening – Speaking. Excellent written and verbal communication skills with a professional tone - Minimum of 1 year of experience as CS Team Leader. Experience in e-commerce/ retail/ start-up/ tech companies is preferred - The heart and passion for our customers and the ability to exude client satisfaction - Able to parse feedback and contribute to the product or working process by suggesting feature requests based on your knowledge of customers. - Able to use Help Desk software such as Freshdesk, Zendesk, etc. - Proficient using technology and software is a must - Proven problem solving and multitasking skills