Non Voice: Team Lead

2 days ago

Makati City, National Capital Region, Philippines Ascendion Full time ₱900,000 - ₱1,200,000 per year

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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