customer first lead (*10k signing bonus, Team Leader exp.)TSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary Package
HMO coverage with free dependent
Life Insurance Coverage
Pioneer US Telco Account
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time role available
Job Description
A Customer First Lead acts as the customer's voice channel. This position will have the accountability to work across the organization to ensure that the Company does not only know the sentiments of the customer, but that these are listened to, understood and acted upon.
They have to be customer service winners that genuinely puts customer's interest on priority. The Customer champion will be empowered to take a lead in improving customer experience at every stage of interaction. The lead will be responsible to take on customer focus strategies that will be successfully implemented, executed and reinforced to drive sustainable results / improvements.
The lead must be able to perform root cause and effect analysis, data driven and impact analysis to link these insights and customer data to all KPIs and process. The end result is to effectively support effective performance management. The customer champion must correlate FCR, eNPS, Resolution, Compliance, TBE and Strength of Offer to deliver solid actions in extending excellent customer experience.
Qualifications
Must have leadership experience for at least 1 year (TL/ Coach/Project Lead/OM)
Must have demonstrable experience in effectively engaging with the business
Can build relationships quickly with key internal and external business partners
Proactive versus reactive in anticipating training delivery needs
Rises to challenges and thrives in a fast-paced demanding environment
Has deep understanding of Inbound Call Centre Metrics
Highly Analytical
Above average Microsoft Office knowledge
Able to demonstrate reasoning and can communicate training deployment plans
Above average facilitation skills
Customer Service Oriented
Can-do attitude
Strong interpersonal skills
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Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time