Head of Customer Care Department - Good salary - Working in Hanoi at Ha Noi - Giải Pháp Thời Tiết Và Nông Nghiệp Agrimedia

1/ Responsibility
- Managing / operating the Customer Service Department:
- Allocate work and tasks to the staff of the department.
- Arrange the work schedule for the staff in the room.
- Planning the development of the department's personnel (proposing to increase, decrease, and mobilize personnel).
- Evaluate suggestions/reward employees in a timely manner.
- Effectively manage the work of the Customer Service Department:
- Monitor, check and evaluate call quality of reception staff on a daily basis.
- Develop departmental KPIs.
- Develop a reward-punishment mechanism to promote, encourage and improve work efficiency.
- Make a plan to evaluate the work of the department, build a development orientation of the room
- Professional training in customer service:
- Professional training for new employees before probation.
- Plan, propose training, improve professional skills periodically for employees.
- Building and developing relationships with partners:
- Organize monthly customer visits,
- Prepare monthly/quarterly/yearly customer feedback analysis reports to improve work.
- Resolve all complaints from customers, ensure the reputation of the company's service quality
- Plan annual customer care budget and submit it to direct manager and propose to the Board of Directors for approval.
Organize the implementation according to the customer care budget.
- Proactively propose effective customer care plans in each period
- Perform tasks within the scope of the department or assigned by the Board of Directors.
- Make reports to superiors on the work activities of the department on a weekly/monthly/quarterly/yearly basis or ad hoc reports at the request of superiors.
2/ Powers:
- Propose measures to reward, discipline and manage employees.
- Actively arrange to take care of and give sick leave to employees...
- Proposing expenses and budgets under management.
- Proactively propose effective customer care plans in each period