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[Liobank] - Head of Customer Service

  • Ho Chi Minh
  • Team Leader / Supervisor
  • Permanent
  • Bachelor
  • 4 - 6 Years
  • Negotiable
  • Customer Service, Personal and Financial Service Division, Banking, Transaction Banking Division, Finance / Investment
  • 15/08/2024

Job Description

Manage the daily operation of the Team to maximize Team’s productivity and performance.
Lead the Team to achieve individual and team performance KPIs targets.
Assist customer service specialists with duties where required.
Oversee and assess customer service staff activities, and provide them with regular performancerelated feedback.
Coach, train and develop team members to effectively align team capacities with current and future business needs.
Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve service level goals in Call Center.
Assist Head of Customer Service in providing effective and efficient services, where applicable, to ensure customer satisfaction.

Job Requirement

Bachelor’s degree in Business Administration, Business Management, or a related field.
4+ years of work experience in a similar position.
Proficient knowledge of customer service, and standard office practices and procedures.
Strong people and organizational skills.
Excellent management and supervisory skills.
Proficient in Microsoft Office Suite or related software.
Ability to solve problems quickly and independently while working in a fast-paced environment.
Organized skills with attention to detail.
Availability to work in shifts.


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