- Ensuring all agents are achieving their daily KPI’s in qualitative metrics;
- Monitoring scoring KPI statistics;
- Isolate and identify areas of improvement on members performance;
- Monitoring daily reports from supervisor
- Provide leadership, guidance and support to the team members
- Manage refreshment & training to agents
- Handle major incidents that cannot be resolved by agents
- Identify & escalate issues to the related teams when out of the scope of this
department;
- Finding issues among members which related to productivity and problemsolving;
- Accept and process special requests from customers as per SOPs;
- Interface with customers on refunds, providing explanations and processing;
- Manage recurring meetings with team(s) to review performance;
- Manage routing and payment method enablement as per available inventory
defined by SOPs;
- Ensure all cases are solved within required timeframe following the company’s
SOPs;
- Report fraud to the company’s risk team;
- Report any product error findings to related product/engineering teams.
[HCM/ Upto 18 Triệu] Project Supervisor - Good English
Ngày đăng: 29/01/2021
Công việc hết hạn nộp hồ sơ
Job code: JHC0025455
Tóm tắt công việc
Mức lương
Địa điểm
- Hồ Chí Minh
Cấp độ
Trưởng nhóm
Ngành nghề
Marketing, Kinh doanh, Bán hàng & Dịch vụ - Bán hàng & Phát triển/Quản lý kinh doanh
Mô tả công việc
Yêu cầu công việc
- Minimum 1 years’ experience in travel industry and customer support
- Have experience with payment /refund processing is a plus.
- Experience as team lead, supervisor, or manager desired;
- Language : Excellent command of spoken and written English and Vietnamese
- IT Skill : Good at MS skill