Chọn tìm kiếm nâng cao

Call Center Team Leader

Tan Binh (Head Office): 107 Tan Hai, Ward 13, Tan Binh District, HCMC, VN Phu My Hung: Level 2, Crescent Plaza, 105 Ton Dat Tien, Tan Phu Ward, District 7, HCMC, VN
Hạn nộp hồ sơ: 19/09/2019

Hết hạn nộp đơn

Mô tả công việc

  • Perform day to day operational activities in call center/customer service;
  • Answer incoming calls/emails from customers to handle medical appointments requests;
  • Answer incoming calls/emails from customers to provide information about our medical products, services and fees;
  • Answer all customer's inquiries and questions via any communication media/channel such as: Phone, Email, Facebook, Chat, any other as needed;
  • Always ensure highest communication & customer service quality when dealing with the client;
  • Give excellent service & recommendations;
  • Always answer to inquiries & solve problems on a timely manner and in general without delays;
  • Handle customer complaints and follow-up + reporting to Supervisor and Insurance/CS Manager;
  • Troubleshoot problems if any;
  • Smoothly liaise with clinics’ Front Office Desk teams (Front Office Managers, Receptionists, Cashiers and Insurance handlers etc..) in order to coordinate/answer accurately and timely to customers inquiries;
  • Sense of initiative for innovative solutions and ideas to enhance team productivities;
  • Understand deeply the workflow, all products and services of the clinic and advise customers about it when necessary;
  • Manages the call center’s team of agents;
  • Coach Representatives on daily basis by listening to calls / checking emails & chats conversations and providing constructive and proper feedback / guidance / corrections;
  • Remains available at all times for Representatives’ questions and concerns;
  • Handles calls from customers who wish to speak to a Supervisor for whatever reason;
  • Monitors numbers of calls that Reps handle each hour to ensure each Rep is taking the required number of calls; 
  • Checks the waiting time for customers on hold to make sure they are not waiting unreasonable lengths of time;
  • Reviews periodically calls/emails/chats reports;
  • Maintains call center team attendance records;
  • Trains new call center Representatives on incoming calls, cold calling, appointment setting, product & services recommendations and on email/chat proper communication etiquette;
  • Meets with management to report the progress of the call center team;
  • Provides helpful feedback and positive communication to motivate call center Representatives;
  • Runs regular staff meetings with the team;
  • Communicates any company policy and procedure changes to Representatives if necessary. 

Yêu cầu ứng viên

  • College Degree or above;
  • Experience in Medical or HealthCare Industry is ideal;
  • Minimum 2-year experience in Customer Service, Call Center environment & 1 year as a Supervisor;
  • Excellent Customer Service; Good Sales skills;
  • Good communication and strong problem-solving skills; Customer satisfaction-oriented;
  • Good organization and time management skills;
  • Own and resolve issues and understand how and when to escalate;
  • MUST BE A TEAM PLAYER with good leadership skills;
  • Computer literate, familiar with online booking, social media, or mobile apps;
  • Minimum typing skills: 50 words per minute;
  • Proficient in English;
  • Open to working flexible shift schedules.

 

Quyền lợi được hưởng

  • Attractive Salary
  • Healthcare according to company policy
  • Exciting working environment

Cách thức ứng tuyển

Công việc này đã hết hạn ứng tuyển!


THÔNG TIN TUYỂN DỤNG

Hình thức làm việc: Toàn thời gian
Số lượng cần tuyển: 2 người
Chức vụ: Nhân viên
Yêu cầu kinh nghiệm: 1 năm
Yêu cầu giới tính: Không yêu cầu
Địa điểm làm việc: Hồ Chí Minh

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