[HCM/HN] CSR Team Lead (Lương Cứng Upto 23 Triệu Gross/Tháng)

As a Customer Service Team Lead, you will be responsible for leading, coaching, and developing a team of Customer Service Representatives to ensure service excellence, operational efficiency, and achievement of business objectives. Lead and manage a team of Customer Service Representatives, ensuring daily operational targets are met. Monitor team performance, attendance, schedule adherence, and productivity. Conduct regular coaching sessions, performance reviews, and provide constructive feedback. Support onboarding and training activities for new team members. Handle customer escalations and assist agents in resolving complex cases. Ensure compliance with company policies, procedures, and quality standards. Analyze team performance metrics and prepare operational reports. Collaborate with QA, Coach, Supervisor, and other departments to improve customer experience and operational effectiveness. Perform other duties assigned by the Customer Service Supervisor or Management Team.

Requirements: Diploma/Bachelor’s Degree. Minimum 2 years of experience in Customer Service, Call Center Operations, or Team Leadership roles. Prior experience managing a customer service team is highly preferred. Experience in telecommunications, contact centers, or BPO environments is a strong advantage. Proficiency in English, basic computer skills, including Outlook, Word, and Excel. Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic. Desired qualities include an outgoing personality and an outstanding attendance record. Effective multitasking, prioritization, and time management skills.

Benefits:for Official Employees: 12 annual leave days (Unused leave days will be compensated in the December payroll). 11 public holidays based on regulations. Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) starts immediately after signing the official labor contract, along with participation in the company’s exciting internal activities. Receive union

benefits:such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,... Career Growth Opportunities: Clear promotion path from CSR/QA Starter → Senior CSR/Lead Support/Senior QA → QA Lead / Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement. Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities. Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.

Diploma/Bachelor’s Degree.

Minimum 2 years of experience in Customer Service, Call Center Operations, or Team Leadership roles.

Prior experience managing a customer service team is highly preferred.

Experience in telecommunications, contact centers, or BPO environments is a strong advantage.

Proficiency in English, basic computer skills, including Outlook, Word, and Excel.

Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.

Desired qualities include an outgoing personality and an outstanding attendance record.

Effective multitasking, prioritization, and time management skills.

Career Path

Yearly Bonus

Laptop Provided

Pantry Area