Customer Support Team Leader

4 days ago

Ortigas Metro Manila, Philippines Satellite Office Full time

CUSTOMER SUPPORT TEAM LEADER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

  • Review each team member's performance in their emails & live chats
  • Suggest improvements to individual team members written responses
  • Provide weekly reporting on individual and team performance
  • Train new Customer Service Representatives
  • Improve efficiency levels of individuals & the team
  • Lead team meetings
  • Suggest and develop improvements to customer experience
  • Deal with customer escalations via email and phone when required
  • Motivate & inspire the team
  • Create a positive & fun working environment

WHAT ARE WE LOOKING FOR?

CUSTOMER SERVICE

  • Respond to customer inquiries via phone and email, in a prompt, courteous and professional manner.
  • Conduct standard administration tasks such as actioning the inbox, allocating and closing cases and keeping reports.
  • Professionally managing any escalations to the frontline supervisor.
  • Remain up to date on current technical information and training.
  • Manage and resolve customer complaints as required, ensuring action is taken within the business to avoid similar issues in future.

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