Contact Centre Supervisor (Vietnamese only, good English)

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary Negotiable
Specialization: Outsourcing/Offshoring
Sub Specialization:
Contact: Nguyen Thi Khanh Hoa
Reference: JO-2002-434628

Contact Centre Manager:
 Work with the contact centre manager to communicate and implement the approved procedures for handling and resolving traces in accordance with company's policies and country specific requirements and thereafter ensure compliance by contact centre staff.
 Handle customer's escalated cases from CS Agents and assist in issue resolution with customers

Regional Office and subfunction managers
 Work closely with the IT functional department to leverage technology to automate front line contact centre processes as well as formulate back up plans in times of outage.
 Liaise closely with Ground Operations and Gateway staff to resolve and prevent recurrence of problems encountered by customers.
 Collaborate with Ground Work operations staff to jointly develop new or enhance existing procedures relating to pick up and deliveries to maximise customer satisfaction.
Training Function
 Jointly develop and co-ordinate training sessions with trainers and conduct training sessions as assigned by the contact centre manager

Customer Contact Centre Function:
 Enhance Customer Service Agents' understanding and knowledge of company's worldwide products and services, in order to encourage customer buy-in and sell these services during customer interactions.
 To review rostering of staff to ensure optimal resource utilisation and productivity in order to ensure departmental capacity and flexibility to maintain operational effectiveness at all times
 Lead, motivate and supervise Customer Contact centre staff to ensure that all Customer Contacts are answered promptly and consistently in accordance to stipulated performance standards aligned to current company standards.

Driving Customer Service Excellence
 Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.

Maximising Revenue Generating Opportunities
 Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services

People - Management
 Supervise and ensure staffs discipline
 Conduct staff performance appraisal