Customer Care Supervisor
2 weeks ago
Unlimited Network of Opportunities International Corporation
On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time
Job DescriptionEmployee Recognition and RewardsPerformance Bonus
Government Mandated BenefitsInsurance Health & WellnessHealth Insurance, HMO
Annual Company Trip, Employee Discount
Professional DevelopmentEmployee Assistance Program, Job Training
Bereavement Leave, Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Vacation Leave
Work-Life BalanceFlexible Hours
Description- Supervise and mentor the customer care team, providing guidance and support.
- Conduct regular team meetings and one-on-one sessions to discuss performance, provide feedback, and address concerns.
- Monitor team performance against established KPIs, including call handling time, resolution rates, and customer satisfaction scores.
- Develop and implement training programs to enhance team skills and knowledge.
- Manage team schedules and ensure adequate staffing levels to meet customer demand.
- Foster a positive and collaborative team environment.
- Ensure the team provides prompt, accurate, and courteous responses to distributors' requests, inquiries, and complaints.
- Handle escalated customer issues and resolve complex problems effectively.
- Monitor distributors' interactions to ensure adherence to quality standards and company policies.
- Answer product and service questions; suggest information about other products and services.
- Open customer accounts by recording account information.
- Maintain customer records by updating account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Graduate of any 4-year Business course
- Must have at least 5 years' experience in customer service
- Proven ability to lead and motivate a team.
- Above average communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
If the position requires you to work overseas, please be vigilant and beware of fraud.
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