Team Leader

17 hours ago

Pasig, Philippines Enshored Inc. Full time

Essential Duties and Responsibilities Manage and direct the daily activities of Tier 2 Customer Experience Associates Hero/es, including creative resource planning and implementing call center strategies and operations Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation Map out the client's product and process in a training documentation Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff Carry out needs assessment and performance reviews for officers Setting and meeting performance targets for efficiency and quality Act as a subject matter expert for all work-related duties Practice and ensure compliance with all policies and procedures of the company Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience Coordinate with Recruitment, IT, and liaise with the HR team Other duties as assigned. Specific Accountabilities/Responsibilities Responsible for overseeing and remedying customer support queries, complaints, and requests. Responsible for the creation and maintenance of customer training manuals and videos. Guide the Tier 2 Customer Experience Associates' white-glove support across phone, email, and chat in the following: Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership Anticipate and address member concerns with empathy, delivering an exceptional customer journey. Resolve issues in a personalized, accurate, and timely manner Provide a concierge experience to our customers by offering advice related to products and services Complete trainings and up-trainings as needed Maintain highest level of discretion when dealing with customer issues Strive to meet and exceed structured performance targets Report on customer trends and feedback Complete occasional overtime when needed by the business to maintain SLAs Education/Experience/Skills Required Bachelor's degree preferred or equivalent work experience. 1+ year of experience in a customer-facing support role. Experience working in a health-related field or role is preferred. Ability to troubleshoot technical issues in a Windows and Chrome-based environment. Excellent interpersonal, organizational, and time management skills required. Ability to adapt quickly to changing internal and external customer demands. Must demonstrate initiative and exercise sound judgment with respect to management and personnel issues. Able to anticipate challenges and develop alternative plans of action. 100% onsite work setup Work Relationships (Inside/Outside) Liaise and coordinate with personnel in all relevant aspects of the company's operation. Liaise with personnel regarding sales, planning, and customer complaints. Liaise with customers as a support person. #J-18808-Ljbffr

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