Customer Support Team Leader

4 days ago


Taguig, National Capital Region, Philippines Livelyhood Enterprises Corporation Full time

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Job DescriptionGovernment Mandated Benefits

13th Month Pay

Professional Development

Maternity & Paternity Leave, Sick Leave, Vacation Leave

Work-Life Balance

Flexible Hours

Description
  • 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
  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Respond promptly to customer inquiries
  • Communicate with customers through various channels
  • Acknowledge and resolve customer complaints
  • Know our products inside and out so that you can answer questions
  • Process orders, forms, applications, and requests
  • Keep records of customer interactions, transactions, comments, and complaints
  • Communicate and coordinate with colleagues as necessary
  • Provide feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support
Requirements
  • Bachelor's degree in Business Administration or related field
  • 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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