Diag18mo ago

Customer Experience & Telesales Team Leader

Cach Mang Thang Tam, Quan 10Full timelead

ManagementCustomer SuccessCustomer Experience

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Quick Summary

Overview

About DIAG DIAG is a leading medical laboratory system in Vietnam with over 20 years of experience in diagnostics and medical testing.

Technical Tools

ManagementCustomer SuccessCustomer Experience

About DIAG

DIAG is a leading medical laboratory system in Vietnam with over 20 years of experience in diagnostics and medical testing. We offer a wide range of testing services – from basic to advanced – to help individuals detect health issues early, proactively monitor their well-being, and make informed medical decisions.

With modern laboratories certified to ISO 15189 standards, cutting-edge automation technology, a highly experienced team of professionals, and a network of over 40 branches across Ho Chi Minh City and other provinces, DIAG delivers convenient, fast, and reliable testing experiences. In addition, our home sample collection service allows customers to easily access high-quality healthcare anytime, anywhere.

We are gradually building a smart healthcare ecosystem aimed at enhancing the quality of life and promoting proactive health management for the Vietnamese community.

Team leader will be directly responsible for tasks including (but not limited to):

Manage the Customer Experience & Outbound Sales team.

Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.

Maximize booking conversion and ensuring that customers are successfully shown up at centers.

Analyze sales metrics and prepare performance reports.

Oversee the day-to-day operations of our teams.

Perform quality monitoring as required to improve overall service quality.

Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.

Prepare training material, scripts based on analysis. Support management team to build SOP.

Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.

Mentor and develop the skills of team members through coaching and training.

Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.

Evaluate customer feedback and identify ways to maximize customer satisfaction

At least 2 years’ experience in customer service/ call center/ contact center environment.

Good at English.

Intermediate to advanced reporting skills.

Ability to identify and analyze data for trends.

Experience in providing performance feedback to motivate and mentor agents.

Pro-active, hardworking and detail oriented.

Well-developed communication skills, ability to communicate to all levels.