WHAT IS YOUR ROLEAs the Team Captain, you are responsible for the day-to-day management of customer support related tasks such as phone, email, and chat interactions as well as the execution of our Client’s tasks.
You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and system.
You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service.
You will help build out a support team from scratch by acting as a consultant with regard to CX best practices and approaches.
You will also be instrumental in cultivating potential growth opportunities for the team.Customer SupportInteract with customers to provide general troubleshooting assistance to issues and concerns through phone, email and chat channelsEnsure proper and timely escalation of customer’s issues and feedback to internal and external stakeholdersIdentify recurring issues, themes, and patternsTriage and accurately document user support issues according to defined procedures, focusing on impact and urgencyIdentify opportunities for continuous process improvementDeliver service excellence and maximize customer service and satisfactionLogisticsEnsure that equipment needs are met to sustain service levelsRecommend / suggest relevant alternatives to the product or tool being used by the companyInternal CoordinationRelay consistent issues to Service Delivery Manager in a timely and efficient mannerHelps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should beProvide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organizationExternal CommunicationsBe familiar with the client’s key contacts, unique requirements, and operating processesDemonstrate mastery on the company and Client’s offerings (i.
e. its product and services)Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involvedIdentify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager Must be willing to work in Operations (Phone, Email, and possible Chat Support) while in a TC post.
Due to the quarantine, this position must be WFH-ready until further notice How to Apply : - To apply directly, please send over your Resume / CV to Subject Line : Boldr Applicant : For Team Captain Role (Yummy Bazaar) We look forward to speaking with you!YOU HAVE Has background or interest in leading a teamExtensive knowledge of how customer support worksAt least 2 years of college undergraduateAt least 1 year of BPO (Customer Service) experienceIntermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applicationsKnowledge on eCommerce industryExcellent verbal and written communication skillsAn ability to understand and communicate complex ideas to customers, both verbally and in written formAptitude to quickly learn and navigate new technology, systems, and applicationsAbility to accept feedback gracefully and with an open mindCustomer orientation and ability to adapt / respond to different types of charactersThe ability to come up with process improvement recommendations that will help a startup company in developing their productsA strong sense of responsibility and accountabilityWith at least 1 year of experience in using any Helpdesk, CRM, and / or business intelligence software