Customer Support Team Leader

3 weeks ago


Valenzuela, Philippines Livelyhood Enterprises Corporation Full time

Responsibilities

  • Provide strong leadership to the customer support team, fostering a positive and motivated work environment
  • Oversee the daily operations of the support team, ensuring efficient handling of customer inquiries, issues and escalations
  • Develop and implement customer support policies and procedures
  • Monitor customer support representatives’ performance and provide ongoing coaching and feedback
  • Resolve customer complaints and inquiries in a timely and efficient manner
  • Analyze customer service trends and recommend improvements
  • Train new customer support representatives
  • Monitor customer support representatives’ adherence to company policies and procedures
  • Ensure customer support representatives maintain a high level of customer service
  • Prepare and analyze customer service reports
  • Foster an environment of collaboration and teamwork among customer support representatives
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
Qualifications
  • Bachelor’s degree in Business Administration or related field
  • With experience in customer service
  • Excellent leadership and organizational skills
  • Strong communication, problem-solving, and decision-making skills
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Able to handle multiple tasks and prioritize effectively
  • Able to motivate and mentor customer support representatives
  • Knowledge of customer service software and systems
  • Ability to stay calm when customers are stressed or upset.
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