Customer Service Supervisor [MPR_2025_0293]

WE NEED YOU:Ensure all agents are achieving their daily KPI’s in qualitative metrics;Monitor scoring KPI statistics;Isolate and identify areas of improvement on members performance;Monitor daily reports from the supervisorProvide leadership, guidance, and support to the team membersManage refreshment & training to agentsHandle major incidents that cannot be resolved by agentsIdentify & escalate issues to the related teams when out of the scope of this department;Find issues among members related to productivity and problem-solving;Accept and process special requests from customers as per SOPs;Interface with customers on refunds, providing explanations and processing;Manage recurring meetings with team(s) to review performance;Manage routing and payment method enablement as per available inventory defined by SOPs;Ensure all cases are solved within required timeframe following the company’s SOPs;Report fraud to the company’s risk team;Report any product error findings to related product/engineering teams.WORK LOCATION:8 Floor - Scetpa Building, 19A Cong Hoa, Bay Hien Ward, HCMCWORKING TIME:8AM – 5PM (Mon - Fri) & Bi-weekly on SaturdaysREQUESTUniversity/Colleges required.Good at English both written and spokenHave 1+ year experienced as Customer Service Team Lead positionHave knowledge of KPIs metric in CS Contact CenterDemonstrated problem-solving skills, strategic and analytical capabilitiesResult-oriented, problem solver, analytical skill, and customer-focusedDisciplined and high motivated to motivate and encourage team for improvementBENEFITSEngagement activities (Birthday party, town hall,...).Annual leave according to Labor Law.Salary review once a yearPromotion once a year13th month salaryParticipate in social insurance, health insurance, and unemployment insurance.Bonus + gifts on holidays and New YearPerformance based income (2 times/year)