Leader in Customer Excellence

5 days ago

Taguig, National Capital Region, Philippines beBeeCustomerService Full time
Job Role

We are seeking an accomplished Team Leader to spearhead our customer service operations. As a key member of our team, you will be responsible for driving business growth, ensuring customer satisfaction, and fostering a positive work environment.

  • This role entails overseeing the performance of customer service representatives, providing guidance and coaching to enhance productivity and efficiency.
  • You will also be expected to analyze data, identify trends, and implement process improvements to optimize business outcomes.
  • A strong understanding of customer service principles, excellent communication skills, and the ability to resolve conflicts effectively are essential for success in this position.
Key Responsibilities
  • Initiate and follow up on action items related to performance dialogue and coaching of associates.
  • Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement.
  • Report operational achievements and progress to the operations manager on a regular basis, including statistical analysis and improvement of action plans.
  • Work with the operations manager to ensure operational consistency.
  • Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied.
  • Maintain a mindset of continuous improvement, focusing on efficiency of support processes, customer satisfaction, and application of tools for monitoring, management, and optimization.
  • Build relationships with operational and technical department management of key customers.
  • Develop strong relationships with clients and customers to increase customer satisfaction.
  • Foster leadership by example and uphold company values.
  • Support in conflict and change management.
  • Resolve employee issues and act as the employee advocate when dealing with Support functions or departmental processes.
  • Perform required administrative tasks related to team leader responsibilities.
Requirements
  • At least 3 years of experience as a Team Leader in a BPO industry.
  • Expertise in Order Management is highly desirable.
  • Proven experience as a Team Leader in a BPO or customer service environment.
  • Strong understanding of customer service principles.
  • Excellent communication and conflict resolution abilities.
  • Strong analytical skills with the ability to interpret data and identify trends for process improvement.
  • Proficiency in Microsoft Office, CRM, and report visualization software.
  • Strong communication and interpersonal skills to conduct performance management, coaching, and training to customer service representatives.
  • Ability to work collaboratively in a fast-paced organization.
  • Proactive and adaptable with the ability to identify opportunities for improvement and implement effective strategies.
  • Team player with the ability to collaborate with management, trainers, and customer service representatives to drive quality and efficiency initiatives.
  • Passion for continuous learning and staying updated on industry best practices and trends in customer service.
  • Ability to work in a shifting schedule.
  • Amenable to work onsite.
About Us

We offer a dynamic work environment, opportunities for professional growth, and a competitive compensation package.

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