Softel Solutions ★ 2.2

? We’re Hiring! Customer Service Team Lead (Ticket Management via Gmail, Day Shift) ?

Are you passionate about customer service excellence and ready to lead a dynamic team? Softel Solutions is looking for a dedicated Customer Service Team Lead to join our team and help us deliver outstanding service to our clients!

About Softel Solutions (by HTH Communications):

Headquartered in Hanoi, Softel Solutions is a wholly subsidiary of HTH Communications; the parent company of the group of Wireless carriers in the USA; AirVoice Wireless, AirTalk Wireless, and TAG Mobile, which provide Cellular and Broadband services throughout America over the past 25 years.

As a Customer Service Team Lead, you manage the Ticket Team (Gmail channel) and work from Monday to Friday, working from 9:00 am to 6:00 pm (Morning shift / Vietnam time) with the following responsibilities:

• Lead a team that manages and resolves customer tickets through Gmail.
• Ensure timely and accurate responses to customer inquiries and issues.
• Monitor team performance, providing feedback and support to ensure high-quality service.
• Develop efficient workflows to improve ticket resolution times and customer satisfaction.
• Train and coach team members to enhance their skills in ticket management and customer support.

What We're Looking For:

• 3+ years of experience as a customer service team leader (experience in the call center is a big plus).
• Bachelor’s degree in Business, Communications, or a related field.
• Good at English reading and writing, 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.

Why Softel Solutions?

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 from 15M-17M/month with the potential bonuses and incentives. (We can negotiate further based on your qualifications).
• 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! 

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