Responsible to manage call center operations including but not limited managing hotlines calls, online platform chats and bookings, mobile app chats and bookings, telesales, etc.
Set, overview and report on Call Center KPIs.
Review and create all call center and costumer care scripts;
Review and create all online training resoruces for Call Center and customer service.
Manage customer complaints and coordinate with relevant departments to solve such complaints.
Conduct telesales activities for certain products and services;
Work with the IT team to improve Call Center infrastructure;
Report on customer service complaints and service incidents to BOD, as per the ticketing system.
Handles calls from customers who wish to speak to a Supervisor for whatever reason;
Manages the call center’s team of agents;
Trains new Call center Representatives on incoming calls, cold calling, appointment setting, product & services recommendations and on email/chat proper communication etiquette;
Reviews periodically calls/emails/chats reports for Quality Control and training purposes;
Understand deeply the workflow, all products and services of the clinic and advise customers about it when necessary;
Other tasks as assigned by BOD;
Job Requirements
Graduate from undergraduate degree in Customer Care, call center related;
At least 5 years experience in a Supervisor/ Management role;
Experience in Medical or HealthCare Industry is ideal;
English fluency is a must.
Good at Excel
Meticulously, computational and sales skills;
Strong communication and time management skills;
Customer satisfaction-oriented;
Dynamic, capable of processing information quickly;
Benefits
Attractive Salary
Healthcare according to company policy
Exciting working environment
Contact Info
Please send your full application (CV with photo + cover letter) via hr@careplusvn.com
Applications shall be sent in English only – Applications without cover letter or CV in Vietnamese only will not be considered.