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Customer Service and Admin Team Leader

4 months ago

Manila, National Capital Region, Philippines KONE Pte Ltd Full time

The Customer Service and Admin (CS&A) Team Lead is responsible for the Customer Service and Admin Organization in the Frontline comprising of the Customer Service (callouts, inbound queries and outbound surveys and core 3 nurturing), Customer Service Admin and Workplace teams.

CS&A Team Lead actively drives customer centricity in the entire organization, develops the CS&A team and ensures operational excellence in the CS&A teams.

What will you be doing?

Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization's customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgetsAssures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness and is completed with quality, on time and within budget.Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)Distributes tasks and levels the daily workload, if neededManages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answerCoaches and drives competence development in the team and makes sure there is a career path for all team membersDrives behavior to represent KONE as one team towards the customerUses Customer Service data to bring forward ideas to improve customer experienceBalances between operational and long-term developmentsManages FL CS&A operationsResponsible for managing the customer service and administration activities within budgetEnsure processes are followed according to defined global processesResponsible to implement and ensure proper working of new tools / processes / systemsResponsible to meet KPI targetsCreate a friendly and desirable working environment to minimize turnover rateResponsible to ensure that customers' and internal queries and complaints are promptly replied and followed up Are you the one?University degree in commercial or technical sciences or similar through experienceGood spoken and written English and local languagesBasic skills with MS Office tools and applicationsPreferably at least 2 years of experience on leadershipPeople Management skillsLeadership experienceSolid communication skills (written + spoken)Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry What do we offer?Career progression opportunities within a global organizationTotal reward elements that engage and motivate our employees and help us make KONE a great place to workComprehensive learning and development programs covering a wide range of professional skills