Customer Service Leader/ Manager (2 headcounts)

An international executive recruitment company, People Profilers is recruiting on behalf of a global BPO company, for the position of Customer Service Leader/ Manager, based in Ho Chi Minh City.

This role of Customer Service Leader/ Manager with at least 2-5 years of relevant Customer Service experience in an international company. 

Responsibilities

• Manage the operations and ensure timely SLA delivery along with maintaining a high level of employee and customer satisfaction
• Ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave, and daily working hour schedule  and document work schedule of staff and absences
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion 
• Take weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Coach & mentor Team lead so that they are able to manage their teams better
• To be the Key contact for all problems and queries with specific business assigned

Requirements

• At least 2-5 years of experience in BPO/ Call Center/ Contact Center 
• Have proven track record of managing a successful team of minimum 50 members
• Fluency in English and Vietnamese