1. Operations & Team Management
- Manage and coordinate the Customer Service/Call Center team to ensure scheduling and information intake processes are executed accurately, consistently, and in full compliance across all channels (hotline, website, mobile app, social media, Zalo, etc.).
- Guide and supervise advisors to ensure they deliver accurate and customer-appropriate information.
- Regularly update and maintain documentation related to new services, special intake processes, and consultation scripts tailored to different customer groups (VIP, health insurance, corporate clients, etc.).
2. Customer Care & Issue Resolution
- Respond to complex inquiries and handle customer complaints in a prompt, professional manner.
- Monitor service quality across all interaction channels including calls, messages, and online platforms.
- Implement post-visit care activities, follow-up appointment reminders, and promotional program consultations.
3. Strategy & Training
- Develop plans and propose strategies to enhance call center performance and improve customer experience.
- Conduct regular training on consultation skills, problem-solving, service updates, and new processes.
- Lead quality assessments of the team and continuously refine consultation scripts based on customer feedback.
4. Reporting & Performance Analysis
- Track and analyze KPIs such as call handling time, booking rates, customer satisfaction (CSAT), customer return frequency, and successful calls.
- Prepare weekly and monthly performance reports and recommend process improvements based on data insights.
5. System & Technology Management
- Ensure stable operation of essential systems such as CRM, auto-dialer, and scheduling software.
- Train staff to proficiently use customer support tools and maximize their effectiveness in customer service