Customer Support Team Leader

Gear Inc. is seeking a Customer Support Team Lead for our Moderation and Support teams (Full-time). Ideal candidates will join our team to assist in supervising a team of at least 07 members.

Your main responsibilities are:

• Oversee the day-to-day operations of the team.

• Supervise team members and arrange working shifts when necessary.

• Provide accurate, valid and complete information by using the right methods/tools.

• Handle clients' requests and escalations, 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 on clients' feedback.

• Must be flexible in working schedule and responsive to messages from clients, managers and team members. This includes answering urgent questions outside of normal working hours.

Job Requirement:

• Have at least 1 year of experience in customer service.

• Have experience in leadership skills in any team size. Welcome candidates with leadership experience in school, college, university.

• Excellent command in English, especially in Speaking and Writing (Equivalent to C1 level).

• Must have strong customer-facing skills.

• Knowledge of BPO (Business process Outsourcing) is a plus.

• Excellent interpersonal skills.

• Attention to details and desire to learn.

• High sense of responsibility and enthusiasm.

• Ability to work independently and in a team.

• Flexible, adaptable to new changes.

• Familiar with smartphone/mobile device/mobile applications

• Experience in device/application troubleshooting is highly preferable.

Working time:

• Monday to Friday, 8 hours per day. Will be discussed further during the interview.

• Will be required to be on-call during the Vietnamese Holidays.

Benefits

1. Salary and Benefits

• Attractive salary and bonus;

• 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;

• Fantastic internal events;

• Paid leave (12 days/year).

2. Working Environment

• We work 40 hours per week;

• International, fun and professional working environment;

• Modern hardware provided by the company (laptop, monitor, etc.);

• Free drinks (coffee, tea, etc.);

• English working environment;

• Training and career development opportunities.

Working Location: Hai Ba Trung, Hanoi

All interested candidates are welcome to apply. Please send your cover letter and resume expressing your interest to us at Jobs@gearinc.com.