Onpoint ★ 2.1

Mô tả Công việc

• Monitor a volume of incoming phone calls/ live chat/ email.
• Identify and assess customers’ needs to achieve resolution.
• Coordinating with other departments in the company and with e-commerce partners to find solutions to solve problems for customers.
• Collect and analyze data on the performance of the CS team.
• Prepare regular reports on performance metrics (KPIs) and suggest improvements.
• Oversee the activities of BPO partners to ensure they adhere to company processes and standards.
• Evaluate BPO performance and implement improvement measures when necessary.
• Collaborate with other departments to support cross-functional initiatives.
• Adapt to new responsibilities and challenges as they arise.
• Execute additional tasks as assigned by the line manager.

Yêu Cầu Công Việc

• Education background requirements: Associate degree or higher with relevant experience.
• Experience/Industry requirements: Have 6 months of customer service experience.
• Priority is given to those who have done Ecommerce before.
• Experience in phone, email, and chat handling.
• Ability to multi-task, prioritize tasks, and manage time efficiently in a fast-paced environment.
• Familiarity with CRM systems and operational processes.

Quyền lợi

• Monthly incentives
• Allowances
• Work from home 1 day/week
• Full salary insurance
• Premium health insurance
• Flexible check-in/check-out
• Tet, performance bonus
• Up to 19 days of leaves
• Enjoy free coffee and tea