• Year-end bonus based on company business and personal KPI achievement
• Compulsory insurance based on full salary recorded in labor contract
• Extra healthcare benefits applied at private hospital
• Annual health check
• Bonus on birthday, national day, funeral, wedding, giving birth,...
• >12 annual paid leave/year
• Training package on soft skills/professional knowledge
• Working environment: modern, friendly, open and high chance of promotion

Ensure continuous improvement in Customer Satisfaction levels through analysis of customer contact drivers in all touch points (call center, flagship store, on-line & off-line dealers); this includes mystery shopping, field visits/audits, remote call monitoring etc.

- Improve company service level by report and escalate the root cause of issue to the respective supporting department for corrective and preventive measure

- Monitor results of action plans to ensure issues have been successfully resolved

- Measure SLAs against actual performance by cross functional departments in terms of respond time to escalations, 1st call resolution, and quality of resolution and customer/employee satisfaction.

- Involving in managing x-selling & outbound activities.

-  Analyze and report to cross departments on:

• OB campaigns (survey/ telesales/ retention)
• OB by IVR performance

-  Support to Managing Contact Center performance to reach KPIs.

-  Other tasks as assigned by CS Head

Qualifications & Experience

- University Degree
- At least 5 year experience in customer services, preferably in Telecom

Knowledge and Skills

- Excellent interpersonal and communication skills, both written and verbal.

- An “A” player that thrives on challenge.

- A passion for always exceeding internal and external customer expectations.

- Strong in building and maintaining customer relationships.

- Ability to provide strong leadership - inspiring, engaging and motivating team to “Be the best” and adhere to all company values.

Language

- Good at English