Operations B2C Lead

3 days ago

Makati City, National Capital Region, Philippines Palawan Group of Companies Full time $60,000 - $80,000 per year

The Operations B2C Lead assists Operations Manager in in overseeing and assisting Operations and Customer Service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Education:
Bachelor's degree preferred.

Related Work Experience:


• At least five years of customer service experience required.


• Previous experience in a supervisory role preferred.

Skills:


• Excellent management and supervisory skills.


• Excellent verbal and written communication skills.


• Extensive knowledge of customer service procedures and principles.


• Organized with attention to detail.


• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.


• Ability to coach and mentor Customer Care analysts.


• Proficient in Microsoft Office Suite or related software like CRM

Supervisory Responsibilities:


• Hires entry-level customer service employees.


• Trains new employees in the company's customer service policies, procedures, and best practices.


• Organizes and oversees the schedules and work of assigned staff.


• Conducts performance evaluations that are timely and constructive.


• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:


• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.


• Monitors or reviews calls or other correspondence between representatives and customers.


• Ensures that representatives are informed about changes to company products and services.


• Collects data and prepares reports on customer complaints and inquiries.


• Prepares monthly reports summarizing the assigned customer service team's performance.


• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.


• Identifies opportunities to update or improve customer service procedures and makes recommendations to Operations Manager or other Workstream Leads/ Heads.


• Assists with budget preparation for the Operations and Customer Care department.


• Performs other related duties as assigned.

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