Customer Service Team Leader

• Responsible for all operations of the Switchboard
• Have in-depth knowledge of the Call Center system for detailed analysis and timely system improvement.
• Monitor & approach agent and team performance in both service quality and quantity.
• Ensure service delivered to the customer meets the standard requirement and strictly combines with the procedure.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Analyze relevant data to determine Customer service outputs. Identify and implement strategies to improve service quality, productivity and profitability.
• Manage and evaluate employee performance. Identify and address employee training and coaching needs.
• Report operational indicators and work efficiency as requested by superiors.
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.
• Partnering with Business Development to leverage and expand new business from client(s)
• Participate in support and customer care in large and small events held domestically and internationally
• Uploading data, confirmation of pricing and sales policies, promotions, and terms
• Maintain new items, new customer information in the ERP system. Update service customer information in the CRM system

Continuous Learning and Developing Environment:
• Opportunity to learn, create networks and relationships with senior candidates and leading organizations in the industry, participate in seminars, sharings...
• Get a chance to use modern recruitment tools, participate in the company’s system building stage, digital transformation, ERP and continuous development opportunities
• Participate in trend analysis, learn analytical thinking from leaders, get suggestions and quickly deploy innovative, high-value solutions
• Participate in skills training courses, branding, etc according to the training program of the enterprise
• Many opportunities for Promotion in Career, development in the field of training, human resource development and other areas in the HR department depending on passion and ability
Culture and Colleagues:
• Young, Dynamic and Friendly working environment
• Professional working characteristic, high intensity, punctuality
• Supportive manager and Board of Directors
Salary and Benefits:
• Compatitive Salary
• Fair, professional capacity assessment system, six – months’ s evaluation
• Many opportunities in Career’s Promotion
• Health Insurance, Social Insurance, Private Insurance,..
• Join the Company on Birthdays, Team building, Volunteering, Company Trip, Year End Party, monthly internal activities, ...
• 13th month salary bonus and the company's remuneration and welfare policies

• College/University graduated with major related to Business Administration, Commercial, Foreign Trade, Marketing, Finance, Accounting or Information Technology, etc
• Minimum 2 year experience in Call Center operation
• English proficiency at 4 skills. Candidates with one of the following languages: Korean, Japanese, Chinese at intermediate level does not required high level of English
• Proficient in using Excels is preferred
• Good in reporting and analyzing data
• Good analytical, situation handling and decision making skills
• Good writing and communication skills, good tasks and time management skills