Kredivo ★ 4.0

To lead & coach a team of quality control, resolution & B2B support to achieve KPI goals
To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality, close collaboration with operational + commercial key stakeholders, along with management to optimize the customer experience.
To own, monitor + drive all Customer Service activities.
To focus on continuous improvement of processes + controls ensuring complete + correct customer contact data, service data + changes in our systems.
To actively manage interfaces + the exchange of information, knowledge + data with your team + other stakeholders involved to ensure effective, efficient shipment management.
To prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
To ensure close cooperation with management, optimize the customer experience.
To know more elements on project delivery, proactive dept KPI monitoring
To Maintaining dept dashboards/reportsDegree in any major from a reputable university
3-5 years of experience as Contact Center Team Leader both on voice and text platforms, in banking/e-commerce/fintech industry, with 1-2 year-experience in training and quality control
Excellent communication, analytical and problem-solving and leadership skills
Proficient knowledge of customer service, and standard office practices, processes and procedures
Ability to work under pressure
Has a positive attitude, eagerness to learn, and a good team player
Proficient in Ms. Office (Word, Excel, PPT) and G-suite
Good command of English, both written and speaking
SQL is preferableAttractive & competitive salary package
13th month salary & performance-based bonus
Premium Bao Viet health insurance for you & your family
15 days of annual leave
Annual health check-up
International & dynamic work environment