Customer Service Supervisor (Giám Sát CSKH, T2-T6)

As a Customer Service Supervisor, you will work from Monday to Friday and you can choose 01 of 03 work time as below:
Night Shift 1: 8:00 PM to 5:00 AM
Night Shift 2: 12:00 PM to 9:00 AM
Day Shift: 4:00 AM to 1:00 PM
With some other tasks:
Analyze call center and Live Chat performance data and prepare and interpret associated reports
Assist in staff evaluations and performance reviews
Support in hiring, training, and managing staff including scheduling and payroll
Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
Set both sales and performance goals for agents.
Analyze both individual and team performance daily to manage overall sales and service levels.
Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
Record agent and team statistics, and prepare reports for Management.
Maintain up-to-date knowledge of industry developments.
Responds to customer inquiries; review responses; gather and research information; assemble and forward information; verify customer's understanding of information and provide resolution
Verifies and approves customer and agent orders; handles complaints and provides solutions
Maintains a solid understanding of the current products and services being offered to ensure customer satisfaction
Assists management with the company’s day-to-day carrier operations activities
Some other duties as required by the Senior Manager/Director.

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
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.
Work 5 days a week and 8 hours a day.
Unbeatable base salary with the potential bonuses and incentives.
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!

Diploma/Bachelor’s Degree.
Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
5+ years of experience in the management/leadership roles.
Desired qualities include an outgoing personality and an outstanding attendance record.
Effective multitasking, prioritization, and time management skills.