Call Center/Customer Service Staff (Non-voice)

1. Team Management:

- Being the person who is in charged ofhandling inquiries from channels: Email/ Daikin VietnamApplication/Homepage/ Facebook/ Official Zalo/ System Integrated & manyFeatures to support directly SS/technician/dealers/ other depts in CallCenter, as "Lead Team Non voice channels"

- Being the person who works directly withthe supervisor of Service Center/ connect directly to PIC from otherdepartments to make smooth process in operation.

- Being the person who works directly withQuality Control Team in Call center to push Call agent improvement.

- Deploy the requirements of the management to other teams exactly & specifically.

- Record problems arising from teams andoffer solutions or ask consultation from leader (if necessary).

- Check the operation process of the teams& raise proposal to make adjustment (if necessary).

- Check operation, KPIs monthly & reportmonthly to Call management.

2. KPI Management:

- Control and monitor Call Center dispatchtime during the day and make necessary, timely adjustments.

- Control agents coordination by team toachieve KPI.

- Ensure quality for answering content forchannels in charged about: accuracy, timely.

- Implement assigned reports.

3. Training Planning:

- Discuss & follow with Quality ControlTeam to check & make adjustment for effective operation.

- Support training team tobuild suitable training content & plan.