Customer Service Planning Expert

LG Electronics
February 15, 2024
Contact:N/A
Offerd Salary:Negotiation
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Contract Type:Other
Working Time:Negotigation
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Job description: I. Call center planning 1. KPI Management - Setting up KPI target, Evaluation scheme for individual agent and Call Center - Daily manage Call Centre KPI index and operation index - Weekly/Monthly review low performance and make improvement plan 2. Strategy & Data Analysis - Set up call center strategy (recruitment/ coaching/ system enhancement) - Monthly data analysis to find out weak points and need to improve: Repeated Call, SVC Levels… - Regular competitor benchmark and prepare best practice - CIC operation cost management 3. Call Forecasting (IB/OB trend/ Digital trend) and manpower allocation

II. Call Center Operation Support 1. System management : Support for agents in system usage (create agent ID, set up authority function & assign job) and cooperate with Headquarter specialist to solve system issue or set up new function on system 2. Staffing (headcount/ labor/attendance/ contract/welfare) 3. Digital Operation Management (Online chatting/ Chatbot)

Job requirement: - University graduate with a bachelor degree or above - Minimum 5 years' experience in Call Center Operation or Service Department - Demonstrated skills and experience in the area of Call Center management - Exceptional customer service skills and data analytical skills with thorough understanding of call center metrics - Have experience in Digital performance & operation - Excellent communication in Vietnamese & English

Benefits - 13th month salary - Lunch allowances - Personal health insurance package

PLEASE SEND YOUR RESUME TO [email protected]

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