Call Center Manager

Posted 8 months ago
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Experience Expert
Contract types Fixed-term contract
Working time Full time
Language(s) spoken English (Fluent)
Salary range Negotiate
Description

Tasks and duties:

- Leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and call center operations.

Requirements:

- Previous experience in a customer support role at least 3 years
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Good command in English (both written and spoken)
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively

Benefits:


- Attractive salary and commission
- Personal development and learning opportunities
- Fun and dynamic English-speaking environment
- Salary rise every 6 months
- Insurance and other benefits

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Duyen Nguyen
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