– Good at English both written and spoken
– At least 1 year-experienced in Team Leader position (Min 7 Headcount)
– At least 1 year-experienced in Aviation /Flight /Ticketing
– Have knowledge and experience in airlines system (Sabre/Vietjet/Bamboo) or GDS (Amadeus/Galileo/Sabre Red), experience in OTA/TMC
– Have experience in a Call Center environment is a plus
– Data-driven in planning and problem solving
– Disciplined and highly motivated to motivate and encourage the team for improvement.
– A strong understanding of customer service principles
– Proven ability to do staffing and scheduling
– High acceptance of shift-based schedule
– 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 the 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 related to productivity and problem-solving
– Accept and process special requests from customers as per SOPs
– 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 the 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
– Salary: upto 18mil
– Attractive Salary and Benefits, 13th-month salary
– Performance bonus twice a year
– Performance appraisals every year
– Annual health checkup, compliance fully to Vietnam labor code
– Company trip, team-building events,…
Tagged as: customer service leader, customer support, travel