Job Responsibilities:

• Manage team performance through monitoring, giving agents advice to handle Customers’ queries while they cannot handle on their own. 
• To reduce handling time and improve the first contact resolution metric, provide layers the authority to handle complaints and inquiries. 
• Ensure daily performance to meet the SLA, AHT, productivity, and other KPI metric targets. 
• Delegate tasks and responsibilities to team members in lower positions to guarantee that all assignments are completed on time, with good results. 
• Maintain regular, accurate updates to the daily and weekly reports. 
• Report any difficulties that influence the operation or the experiences of customers to the CS Manager right away, and proactively come up with suggestions and answers to fix operational concerns. 
• Make daily and weekly reports accurately to update promptly the current situation of CS team.
• Liaise with other relevant departments to optimize the procedures.
• Set up meetings with the team to coach, inspire, and provide guidance for the growth of the team. 
• Work closely with TQA to plan beginner training programs and refresher courses to ensure the team‘s performance. 
• Guide & orient lower-layers agents to follow through the goals and action plans.
• Other ad hoc duties allocated by the Line Manager.

Jobs Skill & Qualifications:

• 2+ years of experience in comparable roles in the transportation business, food technology, e-commerce, or related fields 
• Problem-solving, goal-oriented, customer-centric, detail-oriented, effective communication, and especially high accountability and responsibility are necessary abilities. 
• Data-driven and analytical skill 
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables 
• Experience in using CRM software (Zendesk, Salesforce,…) is an advantage 
• MS Office skill (Word, Excel, PowerPoint, Forms...) and Google skill (Google spreadsheet, Google Docs, Google Presentation,…) 
• Work well under pressure and follow through on items to make sure the completion 
• Be familiar with 247 service and be available for checking and supporting urgent cases
• Good English communication skills