Moderation Team Leader

Gear Inc is looking for qualified candidates to join our Moderation team as Moderation Team Leaders (Full-time). Ideal candidates will join our team to assist in supervising a team of at least 20 members, reasonably assuring team's non-quality KPIs to meet clients' requirement and escalating abnormal issues when required. Leaders should be capable of providing answers to both simple and complicated questions (from the team or clients) in a timely manner. Your main responsibilities are:

• Supervise team members and be able to arrange or cover members working shifts if necessary.
• Provide accurate, valid and complete information by using the right methods/tools 
• Handle clients' complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Meet personal/teams targets
• Keep records of issues/problem for further investigation
• Follow communication procedures, guidelines, and policies
• Work with managers about clients' feedback

Job Requirement:

• Good command in English (Especially in Reading and Writing)
• Have at least 1 year of experience in customer support, service analysis
• Proficient skills with MS Office and Google Drive
• Able to join our training session
• Ability to work on public holidays (including Tet holiday)
• Having good communication skills is an advantage.

Benefits:

1. Salary and Benefits

• Salary: 10,000,000 - 12,500,000 VND/month
• Attractive salary and benefits (Competitive Basic Salary, Lunch Allowance, 13th-month Salary, Additional Bonus, Profit Sharing) and annual salary review;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check, annual flu vaccination;
• Summer vacation (Paid days off and bonus);
• Paid leave (12 days/year).

2. Working Environment

• Flexible working hours, we work 40 hours per week (Monday-Sunday);
• International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
• Standing desks if you like, Modern hardware, No dress code, Free drinks (coffee, tea, etc.)
• Internal English class fully sponsored by the company with a native teacher during working time;
• Training and career development opportunities;
• Free in-house gym and game room for everyone. We love board games, video games, PS5, ping pong, football tables, and VR games.

Working time:

• 5 days per week amounting to 40 hours, arranged by the company.

• The detailed working hour for each shift is as follows

- Shift 1: 7:00 a.m - 3:00 p.m

- Shift 2: 3:00 p.m - 11:00 p.m

- Shift 3: 11:00 p.m - 7:00 a.m or 12:00 a.m - 8:00 a.m

• Require to work at least 1 shift on weekends and 1 overnight shift.

• Able to work during Vietnamese Public Holidays as requested (New Year, Lunar New Year, Independence Day, etc.)