Team Leader

4 days ago

Pasig, National Capital Region, Philippines Enshored Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Essential Duties and Responsibilities

  • Manage and direct the daily activities of Tier 2 Customer Experience Associates Hero/es, including creative resource planning and implementing call center strategies and operations

  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation

  • Map out the client's product and process in a training documentation

  • Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
  • Carry out needs assessment and performance reviews for officers
  • Setting and meeting performance targets for efficiency and quality
  • Act as a subject matter expert for all work-related duties
  • Practice and ensure compliance with all policies and procedures of the company
  • Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
  • Coordinate with Recruitment, IT, and liaise with the HR team
  • Other duties as assigned.

Specific Accountabilities/Responsibilities

  • Responsible for overseeing and remedying customer support queries, complaints, and requests.
  • Responsible for the creation and maintenance of customer training manuals and videos.
  • Guide the Tier 2 Customer Experience Associates' white-glove support across phone, email, and chat in the following:
  • Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
  • Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
  • Resolve issues in a personalized, accurate, and timely manner
  • Provide a concierge experience to our customers by offering advice related to products and services
  • Complete trainings and up-trainings as needed
  • Maintain highest level of discretion when dealing with customer issues
  • Strive to meet and exceed structured performance targets
  • Report on customer trends and feedback
  • Complete occasional overtime when needed by the business to maintain SLAs

Education/Experience/Skills Required

  • Bachelor's degree preferred or equivalent work experience.
  • 1+ year of experience in a customer-facing support role. Experience working in a health-related field or role is preferred.
  • Ability to troubleshoot technical issues in a Windows and Chrome-based environment.
  • Excellent interpersonal, organizational, and time management skills required.
  • Ability to adapt quickly to changing internal and external customer demands.
  • Must demonstrate initiative and exercise sound judgment with respect to management and personnel issues.
  • Able to anticipate challenges and develop alternative plans of action.

100% onsite work setup

Work Relationships (Inside/Outside)

  • Liaise and coordinate with personnel in all relevant aspects of the company's operation.
  • Liaise with personnel regarding sales, planning, and customer complaints.
  • Liaise with customers as a support person.

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