Customer Service Team Leader

Job Description

As Customer Contact Center Team Lead, you will directly supervise and is accountable for the overall quality of Customer Service Specialists. Support’s the Customer Service objective of providing quality service to the company customers particularly through a robust and effective inbound and outbound customer service and ensuring that products and programs are supported through customer education, and that appropriate resolution to inquiries, requests, and complaints are done. Ensures that service levels are achieved/exceeded at least cost.

Job Responsibilities

• Design and develop the processes that will help imporving customer service efficiency, accuracy and quality
• Leads and manages customer service team for their execution of call center operations (handling inbound and outbound calls, handling customer issues/complaints, making a follow up on Collection Officers in reference to loan account status).
• Handles disputes and escalation calls.
• Coordinates and communicates with other departments for clients' concerns.
• Assigns tasks to each customer service representive in the team and monitor their productivity
• Maintains reports for customer service team and provide daily, weekly and monthly feedback.
• Performs quality monitoring and provide timely feedback.
• Imparts knowledge and experience gained in product training and on experience on the floor to equip team with necessary skills to handle complex customer interactions.
• Monitors performance within the shift, providing, assistance, coaching and mentoring as necessary.
• Ensuring all team members are achieving their KPI’s
• Create, update and implement job related SOPs

Job Requirements

· Bachelor's degree

· Ability to stay calm when customers are stressed or upset.

· Comfortable using computers.

· Experience working with customer support.

· At least 2 years relevant experience

· Customer Focus, Good Communication, Organizational Management, Accountability, Ability to cope with pressure

· Very good communication skills in English.

Summer Drive Technology Inc. is a part of the global Fintech group Surfin . Welcome to the future with the Surfin family.

Job Type: Full-time

Pay: Php20,000.00 - Php40,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Opportunities for promotion

Schedule:

• 8 hour shift

Supplemental pay types:

• 13th month salary
• Bonus pay
• Overtime pay

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)