Job Summary

Responsible for providing team leadership to a customer-focused team or group of teams who ensure customers are fully satisfied with the service received and their needs are fulfilled.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 8 years

Job Description/Requirements

Job Responsibilities:

• Manage, motivate, and maintain discipline through the structure of supervisory staff and agents, liaising closely with the English Customer Support Manager in tracking team and individual performance.

• Ensure close liaison with peer departments that all outstanding customer issues are fast-tracked within the service levels, resolved, and closed.

• Develop and deliver a professional communications network across the structure to all product, Fraud & Risk, and Payments teams.

• Develop strong working relationships with key support departments such as IT, HR, and Training, enabling problem resolution and cooperation that achieves rapid response and resolution.

• Provide direction to the team on activities and behaviors in accordance with organizational goals.

• Identify and analyzes problems; plan tasks and solutions.

• Provide guidance to team on development, performance, and productivity issues.

• Report team accomplishments, achievements, and productivity to functional and/or organization management.

• Further assist the English Customer Support Manager in monitoring team budget and ensuring proper use of assets.

• Be involved in staff retention, recruitment, succession planning, appraisals, and KPI management.

• Handle customer complaints or any major incidents, such as a security issue, the customer being taken ill, issuing refund or compensation to customers.

• Analyze statistics or other data to determine the level of customer service that the team is providing and implement corrective actions when needed.

• Plan, develop and execute performance-related and rewards & recognition campaigns for the team and whole CS department.

• Perform other duties when assigned.

Job Requirements 

• At least college graduate.

• Ability to handle difficult customer situations with tact.

• Strong customer skills.

• Strong problem-solving skills.

• Ability to make decisions and use independent judgment.

• Ability to lead teams, provide & receive constructive feedback, and build team-based activities.

• Possess a strong chat/telephone presence.

• Ability to prioritize, multi-task, and delegate duties.

• Strong communication skills, both verbal and written.

• Ability to communicate professionally with both internal and external customers.

• Ability to listen to and comprehend information and feedback.

• Available to work with 24/7 shifting and work weekends and holidays in order to monitor operations.

• Has good working knowledge of MS Office applications.

• Can work with minimal supervision.

• Must have work experience with a strong emphasis on coaching, leadership, and performance evaluation to achieve set standards.

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