HUE UNIVERSITY

1. POSITION:  CUSTOMER SERVICE MANAGER - FRT RETAIL - FPT SHOP/FPT LONG CHAU 

OPERATION:

- Monitor activities of Call Center and Customer Service, Happy Call, Social media, Email...

- Support and guide staff to receive and resolve customer complaints. Forward information to relevant departments.

- Directly deal with customer complaints.

- Set up process, template, SOP...fot call, chat, email, social...

- Performance quality control and KPIs. Ensure that employees perform correctly and fully.

 QUALITY:

- Analyze quality, develop training new content, new product and re-train, guide and improve skills for customer care team.

- Update and improve proper workflow through customer support across channels.

- Training department staff monthly, quarterly.

HUMAN RESOURCES - SALARY:

- Monitor progress, coordinate personnel between Teams to ensure project performance and costs.

- Monitor data and work efficiency to calculate monthly salary and bonus.

OTHER:

- Exchange, connect with the system, build and adjust working support tools.

- Assist in coordinating e-commerce activities.

- Contact and handle complaints with E-commerce platforms.

- Support sales staff in dealing with customers.

2. POSITON: CUSTOMER SERVICE SUPERVISOR - GIAO HANG NHANH EXPRESS 

- Ensure all operations are carried on in an appropriate, cost effective way.

- Supervise Call Center and Customer Service operation, Social media, SMEs, Key Account...

- Push performance, tracking indicators, performance and quality of members. Make sure the index meets therequirements.

- Performance quality controls and monitor KPIs.

- Quality control, set up content of trainning and retrain, call guide, improve skills for customer care team.

- Set up tools, dashboard to track performance.

- Support and guide Staff to receive and resolve complaints of customers. Transfer information of related departments.

- Improve operational management systems, process and best pratices.

- Update and improve appropriate working processes through customer support channels such as Call, Email,Facebook, Zalo - Set up process, template for call, chat, email...

- Work with the board of CS Manager to determine values and mission, plan for week,month...

- Report to CSM on daily, weekly, monthly, quarterly performance

3. POSITON: TEAM LEADER -QUALITY ASSURANCE - VIETTEL TELECOM 

- Supervise Call Center and Customer Service operation.

- Investigate the issues if any nad find solutions - make prevention.

- Answer incoming calls/email/from customers to handle any required for them

 - Do training process.

- Biuld and improve Call Center

- Customer Service SOP.

- Analysis of quality after newtrain and after retrain.

- Track and train skills for team members

 - Tranfer calls to related departments/staffs/manager if required.

- Quality report to Head of Customer Service Manager

- Troubleshoot problem if any give innovative solutions and ideas to enhance team activities.

- Resolution of customer complaints