Team Lead

2 weeks ago


Cebu City, Central Visayas, Philippines Wipro Full time

Work setup: Work onsite

Schedule: Rotational/Shifting

Location: Cebu IT Park, Cebu City

Responsibilities:

  • Responsible for supervising and directing all customer experience and support services activities within their functional area
  • Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly KPI reporting to manager.
  • Support customer retention and the building out the store sales strategy.
  • Disseminate sales and marketing information regarding products and services to appropriate team members
  • Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
  • Execute training and maintain department and cross functional process workflows and documentation providing best-in-class customer experience satisfaction.
  • Execute technical support services and ensures resolution of customer complaints in a timely, professional manner.
  • Responsible for execution of customer communication for distribution center changes, routing changes, product availability and recalls.
  • Responsible for directing, developing, and appraising associate performance.
  • Analysis of reports including process dashboards and team performance reports
  • Attend business meetings as needed

Performs other job duties as required

JOB REQUIREMENTS:

  • Preferably bachelor's degree in business or a related field preferred, or an equivalent combination of experience and training.
  • At least 2 years customer service supervisory experience in Retail Processes

Knowledge:

  • Understanding and knowledge of products.
  • Excellent working knowledge of computer i.e., MS-Office, Operating Systems, Excel, & Outlook management
  • Excellent verbal & written communication & presentation skills
  • Good Interpersonal & people management skills with good problem-solving approach.
  • Expert knowledge of invoicing is a key requirement of this role
  • Good analytical skills for MIS, number crunching & reporting to internal & external customers
  • Ability to exercise managerial judgment and perform as a mentor
  • Knowledge of Voice reporting systems is mandatory
  • Familiarity with order management, operations, Inventory Planning & supply and demand procedures.
  • Background in consumer/retail, call management systems and/or customer relationship management preferred.
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