Main Responsibilities:

• Manage the project team of telesales agents, ensuring sales targets are met and compliance with regulations and processes is maintained.

• Motivate the team to achieve set goals.

• Support the training of project staff.

• Develop suitable telesales scripts for each campaign and implement telesales activities effectively and strategically.

• Maintain and ensure the continuity of telesales operational data.

• Plan to improve team quality, conduct coaching sessions, and enhance service standards.

• Coordinate with partners on special requests and handle customer complaints when required.

• Record feedback calls regarding service quality, attitude, and situational handling.

• Monitor call quality and supervise staff to ensure all customer requirements are accurately, validly completed, and properly logged in the system.

• Assist telesales agents in handling customer calls when needed.

• Comply with and guide telesales agents to meet Heineken's KPI standards.

Requirements:

• Bachelor’s degree or higher.

• At least 6 months of experience in direct sales or telesales.

• Familiarity with Call Centers, especially performance evaluation metrics for Customer Service, is an advantage.

• Strong management skills.

• Analytical skills.

• Planning skills.

• Attention to detail and precision.

• Communication and problem-solving skills.

• Good knowledge of sales operations, processes, and controls, and/or Call Center operations.

• Ability to multitask and remain calm under pressure.

• Proven leadership with a winning mindset.

• Proven ability to manage and motivate a team to achieve sales targets.

• Strong analytical and reporting skills.

• Open to learning and development.

Benefits:

• Salary: 13 - 14.5M

• Full participation in social insurance schemes as per legal regulations.

• Benefits for personal events (e.g., weddings, illness) according to company policies.

• Professional working environment.

• Opportunities for team building and participation in cultural, artistic, sports, and teamwork activities.

• Bonuses for holidays and festivals, 13th-month salary, and annual leave benefits.

• Cash bonuses for all holidays throughout the year (e.g., September 2nd, April 30th, June 1st, Mid-Autumn Festival, October 20th, Lunar New Year, March 8th, transportation allowances for trips home, birthdays, etc.).

• Dynamic and comfortable working environment with opportunities for open learning, exchange, and career advancement.