Customer Service Team Leader

Company: HR1's Client

Location : HCMC


phone: +(84) 028 3925 2566

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  • Ensure all agents are achieving their daily KPI’s in qualitative metrics
  • Monitoring scoring KPI statistics 
  • Isolate and identify areas of improvement on members performance
  • Monitoring daily reports from the supervisor 
  • Provide leadership, guidance, and support to the team members
  • Manage refreshment & training to agents 
  • Handle major incidents that cannot be resolved by agents
  • Identify & escalate issues to the related teams when out of the scope of this department 
  • Finding issues among members related to productivity and problem solving 
  • Accept and process special requests from customers as per SOPs
  • 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 the 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


  • Good at English (speaking & writing) 
  • At least 1 year-experienced in Team Leader position 
  • At least 1 year-experienced in Aviation /Flight /Ticketing 
  • Have knowledge and experience in airlines system or GDS
  • Experience  in OTA/TMC 
  • Have experience in a Call Center environment is a plus 
  • Data-driven in planning and problem solving
  • Disciplined and highly motivated to motivate and encourage team for improvement. 
  • A strong understanding of customer service principles 
  • Proven ability to do staffing and scheduling 
  • High acceptance of shift-based schedule


  • Attractive Salary and Benefits 
  • 13th-month salary 
  • Performance bonus twice a year 
  • Performance appraisals every year 
  • Annual health checkup 
  • Compliance fully to Vietnam labor code 
  • Company trip, team-building events


Further information will be discussed in the interview!
Interested candidates, please APPLY resumes as below or, CONTACT US

P: +84 028 3925 2566 |  | 
HR1Jobs - The No1 AI Recruitment Online Platform:  
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Candidates need to be Covid-19 vaccinated fully


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