Tuyển Customer Service Manager

· Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
· Establishing and managing relationship with stakeholders
· Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
· Responsible for following agreed governance model, escalation & communication plan
· To ensure team members achieve agreed standards in relation to their job assignments
· To ensure training of new staff on the corporate policy rules to be adhered to
· To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
· To monitor and document work schedule of staff and absences
· Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
· Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates.