chat Team LeadClark Outsourcing

Job Description
Position Title: Chat Team Leader
Salary: 35,000 - 45,000 PHP monthly
Reports To: Client, Client Advisor
Primary Relationships: Client Team
Date: April 2023
Schedule: Flexible Working Hours
General Function:
The Chat Team Leader will oversee the entire chat team for all territories and ensure that key performance indicators (KPIs) are met while delivering excellent customer service.
Key Responsibilities:
Meeting and exceeding business goals
Leading and supporting the team to deliver KPIs
Reporting on KPIs and general performance
Providing ongoing training to the team and conducting evaluations
Improving overall department organization efficiency, customer service, and performance by identifying opportunities to enhance processes
Assisting customers using chat and/or email (template and freestyle responses)
Handling multiple chats simultaneously while providing timely responses to customers
Engaging in fact-finding, understanding customer requirements, product queries, and customer support
Looking to turn customer inquiries into sales leads
Directing queries to the relevant parties
Reading from scripts and adhering to protocols to enhance the customer experience
Dealing with customer escalations effectively and professionally
Delivering excellent customer service
Requirements:
Must have experience in leading a chat team and chat support experience
Management skills
Knowledge of web chat applications
Experience of working with a BPO is preferred
College-level education and relevant experiences
Proficient typing skills and computer skills
Excellent communication skills, both oral and written
The ability to work under pressure and in a fast-paced environment
Skills:
First-class communication and interpersonal skills
Communicating effectively in both written and verbal formats
Organization
Problem-solving
Fast learner and multitasking
Strong attention to detail and quality
Controlling time management
Managing reports and necessary documentation
Ability to perform simple calculations
Targets:
Chat response time
Percentage of missed chats
Quality of chats
Chat ratings
Soft targets (number of chats serviced at one time by individual representatives and turning chats into sales leads)
COmpany Benefits:
SSS, Philhealth, Pag-Ibig
13th Month Pay
HMO and Life Insurance (AVEGA)
Free Shuttle Service
CO League - Monthly Company Activities
CO Clubs
CO Amenities Swimming Pool, Clinic and Kids zone
CO Stars - Corporate Social Responsibility Involvement Scholarship Programs
CO Academy - Training and Development Programs
COolture Coach
CO Gears
Cool and Flexible Workplace
Other Performance and Attendance Based Rewards
Bereavement Leave
Paternity Leave
7 days SOLO Parent Leave
Magna Carta Leave
Company Bank Loan