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6 - Process Lead - Customer Service

1 month ago

Taguig, National Capital Region, Philippines Canon New Zealand Full time

This is a full-time position working on weekdays only, Monday to Friday from 3:30AM/4:30AM to 12:30PM/1:30PM following the New Zealand working schedule.

Responsibilities:

  • Ensure that customers are always updated on what's happening with their virtual staff in Manila (attendance, holidays, meetings, etc.)
  • Provide standard reporting to customers (develop if required), as a minimum monthly report should have:
    • KPI's
    • Performance Issues
    • Activities news, updates
    • Recommendations
    • Feedback from staff
    • Staff satisfaction
  • Establish and maintain business relationships that will significantly impact the customers' perception of the company.
  • Ensure the customers agree/sign off on the JD's and KPI's.
  • Create a positive customer experience by managing queries with speed and accuracy.
  • Staff mentoring and leadership.
  • Ensure our staff are positive and happy in their roles.
  • Facilitate staff reviews for employees.
  • Attend to staff work-related needs and issues.
  • Monitor staff activities, including attendance, infractions, KPI bonuses, and leaves.
  • Operate as the primary point of contact for customers for any matters specific to their account.
  • Liaise between customers and internal stakeholders to ensure a smooth onboarding process.
  • Manage onboarding of new offshore clients.
  • Liaise between customers and internal units like Accounting, HR, and Internal IT.
  • Uncover customers' immediate needs and future plans through effective questioning techniques.
  • Manage customer issues and escalations.
  • Recommend solutions and opportunities to customers based on their business needs.
  • Look for gaps in our service and continually improve.
  • Identify new sales opportunities within existing accounts, promoting features and collaborating with Offshoring Operations Managers where required.
  • Define any technical issues and escalate to the IT team and Offshoring Operations Managers to resolve.
  • Act as officer in charge when the Offshoring Operations Manager is not in the office.
  • Perform any other administrative tasks assigned by the Offshoring Operations Manager.

Qualifications & Experience:

  • College/Bachelor's Degree in a related discipline or equivalent.
  • Intermediate Excel, Word, and PowerPoint skills.
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