Equipment Support
Taguig Full-time
KEY RESPONSIBILITIES
- Team Leadership & Supervision: Lead and motivate a team of credit customer service representatives, ensuring they deliver high-quality service across all communication channels.
- Performance Management: Set clear performance goals, track individual and team progress, and provide regular feedback and coaching to ensure that service standards are met and exceeded.
- Customer Experience Management: Oversee the resolution of customer issues and inquiries across multiple touchpoints (phone, email, chat, etc.), ensuring timely, accurate, and professional responses.
- Quality Assurance: Monitor and evaluate team interactions with customers to ensure compliance with company policies, quality standards, and customer satisfaction objectives.
- Reporting & Analytics: Track and report on key performance indicators (KPIs) such as response times, customer satisfaction, and team performance. Provide insights and recommendations for improvement.
- Collaboration with Other Departments: Work closely with the in country EQS, Country Customer Service Business Partners to resolve customer issues, share feedback, and enhance overall service delivery.
- Escalation Handling: Manage escalated customer issues and complaints in a timely and efficient manner, ensuring that all problems are resolved to the customer’s satisfaction.
- Continuous Improvement: Proactively identify areas for process improvement in the customer service experience and suggest strategies to enhance the team’s productivity and customer satisfaction.
- Build a solid collaborative network by bridging effectively with the in-country commercial teams (e.g., Head of Commercial Operations, Continuous Improvement and other local or corporate functions) and with the above-country counterparts (e.g., Head of Commercial Operations Services, GPO)
- Training & Development: Identify training needs, and partner with the Shared Services Enablement team to deliver tailored learning to improve the team’s skills in using different communication platforms and resolving customer issues.
- Proven ability to lead, coach, and motivate a team of customer service representatives, with a focus on driving performance and maintaining a high level of customer satisfaction.
- Exceptional written and verbal communication skills, with the ability to effectively communicate with customers and team members across all channels.
- Strong analytical and problem-solving skills, with the ability to quickly assess situations, resolve customer issues, and make decisions under pressure.
- Proficient in using customer service software, CRM tools, and other relevant technologies
- Passion for delivering exceptional customer service and ensuring a seamless and satisfying experience across all touchpoints.
- Bachelor’s degree in Business Management, Marketing or related field
Digiplus Interactive Corp.Parañaque, 7 km from Taguig
Provide on-site support if needed during operation
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