Non Voice: Team Lead
7 days ago
Job Details:
Location: Ayala North Exchange Makati
Schedule: Early Morning Shift/Mid shift
Work Set up: FULL ONSITE
Start date: ASAP
Qualifications:
- Must have 3 years of experience in a supervisory or team lead position within a customer service setting
- Background in the same industry (Non-voice Team Lead), payments, or financial services
- Experience as a QA/Quality Analyst is a plus
- Exceptional communication and interpersonal skills with a strong ability to inspire and mentor a team
- Strong problem-solving and decision-making skills to manage escalations and challenges effectively
- Proficiency in data analysis and reporting to drive ongoing improvements
- Comprehensive understanding of call center operations and customer service best practices
Job Description:
- Team Leadership: Lead and support the consumer support team, offering guidance, feedback, and training to help them perform well and grow professionally.
- Operational Oversight: Oversee daily operations to ensure that all customer interactions through email and chat meet the company's standards for professionalism and efficiency.
- Customer Interaction: Manage escalated customer issues and complex inquiries, providing solutions to ensure high customer satisfaction.
- Performance Management: Assess team performance, set goals, and implement strategies to meet targets and improve service quality.
- Process Improvement: Identify areas for process improvements and collaborate with the team to apply best practices in email and chat communication.
- Documentation Management: Supervise the handling of documentation, including welcome letters, statements, and cancellation notices.
- Account Oversight: Ensure timely and accurate updates to customer account information, such as personal details, payment changes, and record maintenance.
- Training and Development: Lead training sessions on email/chat etiquette and customer service best practices to improve team skills and performance.
- Reporting: Prepare and present regular performance, customer feedback, and service metrics reports to management.
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