Elitez Asia VN

Position: CUSTOMER SUPPORT TEAM LEAD (MS AZURE)

Location: Dong Da Dist, Hanoi

Work hours: Available to work night shifts

Salary: From 30,000,000 VND GROSS excluding night shift allowances (a 30% bonus on gross salary for working hours), meal allowances, and other bonuses.

Responsibilities:

**Business management:

• Make sure the team meets MS KPI.
• Make sure the team follows the compliance and security policies.
• Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
• Review cases daily and find out the problems to make sure customer issues are well resolved.
• Follow up on the progress of each case in time to ensure effective actions are taken.
• Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
• Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
• Collect data and create reports to meet business needs.

**Managing Collaborative Activities:

• Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
• Work with Microsoft to get effective support on critical and complex issues.

**Business Communication:

• Maintain good business relationships with customers.
• Participate in customer-facing business review meetings to gather feedback and resolve issues.
• Drive the negotiation, creation, execution and modification of business processes and procedures.

Qualifications:

• Proficient in English (4 skills)
• Willing to work rotating night shifts.
• At least 2 years of experience in the same role in the BPO industry.
• Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
• Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
• Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for the team.
• Excellent presentation skills.
• Excellent customer service awareness.
• Ability to train and mentor, experience in quality monitoring and improvement.