Call Center Assistant Manager - Electrical Appliance

<Report Line : Vietnamese and Japanese General Manager >
<Team Member: ~20 persons>
<Number of Subordinates: ~20 persons >
<Products:
- Residential air conditioners
- Residential air purifiers
- Light commercial-use air conditioners
- Commercial use air conditioners
- Packaged air conditioners
- Chiller

<Saturday Working: TBD >

<Job Responsibilities>
- Supporting Manager for leading call center representatives & making call center's orientation.
- Guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives..
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Educating and coach employees regarding processes and practices, and explain expectations to employee.
- Taking to other tasks or projects to support call center operations.


<Necessary Skill / Experience >
- Bachelor Major in Social Science & Humanity, Foreign Trade, Foreign Language or equivalent.
- Gender: Any
- Age: 28 - 35
- Good at English
- From 3 - 5 years working experience in customer service in Technical field
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.

<Preferable Requirements >:
- Female is preferable
- Experienced leading/ managing team with same size is highly preferably.

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