Arrow Dropdown arrow Play

Customer Service Assistant Team Leader

Operations

Salary: Competitive

Location: Manila, Philippines

Posted: 31 Jan 2019

Main Purpose of the role

The Customer Support Assistant Team Leader is to be integrated into Customer Support team within the Service Operations group where it will lead a customer service team through the proactive management of all customer service matters.

The Customer Support Assistant Team Leader will strive to create and maintain an environment where high performers are nurtured and retained.

Key Accountabilities:

  • Monitor and develop team members to ensure speed and professionalism of service and adherence to company and customer SLA's.
  • Control and monitor work output across the team via setting and monitoring workflow to ensure all agreed targets are met.
  • Plan, deploy and manage all team members' activities on a day-to-day basis.
  • Record statistics and performance levels of staff and customer issues and prepare related reports.
  • Organise staffing, including shift patterns and the numbers required to meet demand.
  • Identify failure to meet SLA and suggest process improvement/effect resolutions.
  • Acting as first line support to our corporate customers - aiming to solve their technical queries by phone and email
  • Tracking, collating and responding to customer issues within agreed timescales
  • Escalating and liaising with our Technical Support in Portugal for more complicated cases
  • Working closely with Service Account Managers to help develop, grow and retain customer accounts

Required skills:

  • Essential - must be fluent in English;
  • Good teamwork, organisational and time management skills; analytical skills; keen attention to detail;
  • Good teamwork, organizational and time management skills
  • A professional telephone manner and call management skills;
  • Exceptional customer relationship management skills - including handling complaints effectively
  • Thorough working knowledge of Microsoft Excel and ticketing systems (e.g. Salesforce);
  • Able to take technical information and translate into easily understandable language for customers.
  • Preferred - good knowledge of the Telecoms sector: both GSM and VoIP;

Supporting skills:

  • Proficient in data analysis and reporting applications.

Personal qualities:

  • Team player, able to work in the multi-cultural environment.
  • Detail conscious, highly organised and methodical with a strong work ethic.
  • Comfortable in a fast-paced, intense and demanding environment.
  • Innovative and inspiring.
  • Awesome to be around with.

Experience:

  • 2+ years on Helpdesk, Customer Service or Call Centre sector.
  • Preferred - Management / team leading experience
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties