tl csr ( Customer Service team lead)iCrescere

Description
Qualification Required
Education: Bachelor's/College Graduate preferably communications
Work Experience: 3 years and up
Skills/certifications: Work schedule is from Monday- Friday regular working hours. However, the Team lead should be able to take work-related calls during designated off. If the Team lead will not be able to take calls, s/he must assign a point person within the Team. Most importantly, able to maintain a professional attitude and able to handle stress and pressure at work. BPO experience is preferred either QA, Technical Support Team and other related work experience.
Brief Description of Duties:
• Shall continue to strengthen the Customer Service Team which includes knowledge transfer on the products, documenting the process flow, creating FAQs, creating KPI target. It is vital that the Team lead be able to monitor the SLAs of the issues raised and keep track of them.
• Shall train and develop the Customer Service Team to be the masters of their craft. Mentoring and developing next in line should also be performed.
• Shall take the calls, chats and emails and provide an accurate response to the end user at the beginning of the Customer Service Team. S/he should be able to train the Team to provide accurate responses in a cordial manner for all complaints received.
• Shall raise to Level 2 for any questions that is not answerable by Customer Service Representatives. It is imperative that the Team lead will be able to answer pertinent and pressing questions regarding the process and issues raised therewith at all times.
• Shall ensure that the new processes and procedures outlined in the Company strategy are implemented and used effectively by the team.
• Shall provide operational floor management to ensure that the Company is ran efficiently and effectively and that procedures are followed by the team.
• Shall analyze and review performance information in order to analyze trends and identify training needs, ensuring that improvements are continually made and performance is measured consistently.
• Shall be coaching and mentoring individuals to support their ongoing development against the company behavioral framework. This will include conducting appraisals.
• Shall communicate with other departments around the business appropriately.
Budget Information/Approval
Proposed Monthly Compensation: PHP 40,000 negotiable
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 3
Availability for travel: No
Availability for change of residence: No

₱ 40,000.00 monthly ·  Pasay, National Capital Region ·  Today, 09:46 AM
Work type
Full Time