Customer Experience Team Lead
Tala (Formerly InVenture)
Makati, Metro Manila, Philippines
2d ago
source : Kalibrr, Inc.

Job Description

A Customer Experience Team Lead's missions are to :

  • Provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service agents.
  • To motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs.
  • Assist management with hiring new customer service staff to the organization by making use of his / her expertise to evaluate prospective staff competence and capability in handling customer inquiries and needs.
  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
  • Observe performance of team members to identify their strengths and weaknesses.
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by giving them personal coaching.
  • Duties and Responsibilities :

  • Customer tickets correspondence in a fast paced goal oriented customer service department.
  • Daily performance management of the team, following up on tickets quality and quantity.
  • Escalation of customer service team issues to the right channels and communicate any KPI changes to the teams.
  • Conduct weekly / monthly performance reviews with the team and share reports with the CX Management.
  • Plan agents shifts and ensure agents adhere to their shifts schedules to ensure we don’t have any backlog.
  • Must communicate & follow up effectively on customer tickets on a timely basis to minimize the average resolution time.
  • Manage customer disputes and complaints on time through the agreed channels / processes and procedures.
  • Daily, Weekly and monthly reporting to CX Senior Manager on customer service work progress.
  • Participate in team planning meetings.
  • Meet defined department goals and activity metrics (First reply time, Customer satisfaction and data Quality).
  • Collect critical customer feedback information for sharing with business to help improve on the product.
  • Perform other assigned tasks and duties necessary to support the Customer Service Department.
  • Requirements :

  • Strong decision-making and conflict resolution skills.
  • Willingness to work a flexible schedule.
  • Ability to communicate clearly and professionally verbally and in writing.
  • Ability to handle late and delinquent customers.
  • Good work ethic and team player.
  • Fast at typing and working in modern web technology.
  • Fast at learning new systems and processes.
  • Comfortable with ambiguity at work.
  • Skills and Qualifications :

  • Strong attention to detail, goal oriented.
  • Commitment to best-in-class customer experience delivery.
  • Excellent written and verbal communication abilities.
  • Great facilitation and presentation skills.
  • Ability to prioritize and manage multiple responsibilities.
  • High Volume emails, chats, tickets experience a plus.
  • Six Sigma and Agile experience is an advantage but not a requirement.
  • 3 years experience handling non-voice customer experience teams (email & chat)
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