Team LeadClark Outsourcing

About the job Team Lead
Position Title: Team Lead
Classification: Associate
Salary: 25,000 - 35,000 / month
Reports to: Client, Account Manager
Primary Relationship: Client Team
Date: July 2022
Schedule: UK Business Hours
Background:
As a Team Leader you will manage the team that handles inquiries by answering service questions by phone. You will be supporting end users and your team during customer service related activities as well as interacting directly with customers in order to provide recommendations. The ability to effectively communicate via phone and email is of the utmost importance. Your focus to complete your tasks accurately and deliver high quality service in a timely manner is a primary function of your job. Your overall goal is to ensure excellent service standards and maintain high customer satisfaction rates.
Schedule:
Must feel comfortable work UK hours (mid shift), 4 PM - 1 AM
Responsibilities:
Oversee day-to-day activities of all team members. This includes the Order Raisers/Admin,
Artworkers, Graphic Designers for Marketing, Purchasing/Buying Staff
Monitor team attendance and notifies CO accordingly for any attendance issues; sends monthly attendance report to clients for PAB reference
Conduct performance evaluation per client/CO's guidelines
Manage inboxes that you have access with whenever possible (Orders, Sales, Personal Pens email)
Support both the clients and the team members with any queries/concerns to help them succeed with their roles
Lead in creating a positive workplace and promote great work ethics
Coach and provide feedback to team members whenever it is due
Report any systems/equipment issue occurrence to both UK and PH IT Department
Interview applicants as needed by the clients for specific job roles
Train and monitor the new hire's progress
All Others
Display polite and professional communication via phone, email, and/or chat
Manage support inquiries by clarifying customer's requests
Recommend potential solutions to problems
Read from scripts and adopt your own tone to enhance the customer experience
Communicate clearly and effectively with end users to resolve issues and ensure customer satisfaction
Maintain detailed records of customer interactions and activities
Requirements:
Bachelor Degree holder in any field
A minimum of 2+ years as a Customer Service Representative
Prior experience of 2+ years as a Team Leader, Supervisor, or Manager
Excellent English language skills (written and verbal)
Good time management and task management skills
Proficiency in MS Office and Google Suite
Solid analytical and problem solving skills
Proficient computer and technical skills
Able to demonstrate initiative
Attention to detail
Clark Outsourcing

Central Luzon
Permanent
Full-time