Team Lead (CSR) - Quezon City - ref. c29848223

Responsibilities:

• Team Leadership and Supervision:
• Supervise and motivate a team of customer service representatives.
• Provide coaching, training, and performance feedback to team members.
• Schedule and manage team workflow to ensure adequate coverage and efficient service delivery.
• Conduct regular team meetings to communicate updates, share best practices, and address concerns.
• Customer Issue Resolution:
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Analyze customer feedback and identify trends to improve service processes.
• Ensure consistent application of company policies and procedures.
• Maintain accurate records of customer interactions and resolutions.
• Performance Monitoring and Reporting:
• Monitor key performance indicators (KPIs) such as customer satisfaction scores, response times, and resolution rates.
• Generate reports on team performance and customer service metrics.
• Identify areas for improvement and implement strategies to enhance team efficiency.
• Measure and improve customer service metrics.
• Process Improvement:
• Identify and recommend improvements to customer service processes and procedures.
• Collaborate with other departments to resolve cross-functional issues.
• Implement and maintain customer service best practices.
• Contribute to the creation of knowledge base articles, and FAQ's.
• Customer Communication:
• Ensure consistent and professional communication with customers across all channels (phone, email, chat, etc.).
• Develop and maintain customer service communication standards.
• Handle customer complaints and provide appropriate resolutions.
• Training and Development:
• Conduct onboarding and ongoing training for customer service representatives.
• Develop and update training materials and resources.
• Stay up-to-date on product knowledge and industry trends.