Customer Service Representative Supervisor

1 month ago

Pasig, Philippines Tangent Solutions, Inc. Full time

• Effectively supervise the performance of Team Leader, Customer Service Representatives and Salesforce Specialist.
• Ensures that all Customer Service Representatives and Salesforce Specialist are assessed and all training needs are cascaded within established guidelines.
• Provides orientation to subordinates on project revisions and/or new accounts.
• Ensures that all client requests, queries, and complaints are being addressed and/or resolved regularly including feedback.
• Act as 2nd level of escalation for client issues.
• Investigates and resolves customers’ problems, which may be complex or long-standing problems that have been passed on the Customer Service Representatives.
• Ensures the quality of all Customer Service Representatives and Salesforce Specialist when interacting with customers and ensures their availability to meet the needs and expectations of the customers.
• Monitor and ensures accuracy of reports generated by all Customer Service Representatives and Salesforce Specialist before submission.
• Prepares reports on a regular basis for submission to immediate superior.
• Exerts best effort that the Quality Objectives are met; implements and/or carryout quality improvement activities and functions as Customer Service Supervisor as may be formally and officially defined by the immediate superior or by the executive management.

REQUIREMENTS
• A Bachelor’s Degree in Information Technology, Business Administration, Marketing and other related fields.
• At least 2 years work experience in performing executive and administrative functions or in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Computer literate and knowledgeable in Basic Windows Applications.
• Keen on minute details, flexible, systematic, and results-oriented.
• Excellent in written and verbal communication skills.
• Ability to work well under pressure and with minimal supervision.
• With strong leadership background that can handle problems quickly and efficiently.

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