team manager - Customer ServiceThe Studio

JOB DESCRIPTION:
Responsible for managing a group of people and oversees performance and service quality to guarantee customer satisfaction. He/she resolves customer complaints via phone and email. Reach out to customers and verify account information and reason for calling. Assist with placement of orders, refunds or redo and other concerns that needs to be solved.
JOB RESPONSIBILITIES:
Acts as a liaison between the customers and our in-house Production team
Addresses all post-sales concerns of the customers through a ticketing system
Follows up with the tracking, progression and delivery of custom products to customers anywhere in the world
Ensures that the orders of the customers are smooth-sailing and hassle-free
Responsible for handling customer escalations
Handles all issues: Order status inquiry & follow-up, Packages delayed, on hold or not received & Courier inquiries
Responsible for updating daily reports and trackers to be submitted on a daily basis
Encourage commitment and engagement among team members.
Motivates team members in a positive manner to achieve team work.
Coach team members on their performance on regular basis.
Other reasonable duties as assigned/required.
JOB REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma/ Short Course Certificate, Bachelor's/College Degree, any field
Willing to work on a Night Shift schedule
Customer Service Skills and keen to details
At least 3 years of working experience in the related field is required for this position
Active Listener, Attentive, Exceptional Communication & Comprehension Skills
Required language(s): English
No attendance issues