Customer Care Team Lead
Diversify
Taguig, Metro Manila, PH
3d ago

Summary

Responsible for supporting the customer care manager in leading the customer care team, delivering a world-class customer experience and delighting our customers, clients and business partners at every touch point

Responsibilities

  • Participating in the recruitment and selection of customer care team members
  • Providing training, coaching, development, mentoring and leadership to customer care team members
  • Assisting the customer care team to meet and exceed customer care objectives and key metrics on a daily basis, as set by the Customer Care Manager
  • Developing and maintaining a close working relationship with the operations, content and buying teams to solve day to day customer purchase and delivery issues
  • Resolving team member customer escalations
  • Conducting regular calibration sessions as guided by the Customer Care Manager
  • Preparation and interpretation of daily reports
  • Daily stand-up with the team to review previous days results for improvement analysis to be executed in current day
  • Actively manage daily workforce planning and task allocations to ensure daily KPIs are met
  • Ensure triage is cleared at the beginning and end of every day
  • Manage the phones to ensure we have an answer rate of less than 1 minute and less than 5% of abandoned calls
  • Performance improvement of any under-performing employees
  • Daily contact with the Customer Care Manager to report on daily results and plan for the following day
  • Adhoc duties as requested by the Customer Care Manager
  • Qualifications

  • Bachelor's / College Degree in any field
  • Minimum 3 years previous experience as a Team Leader in a customer service, , preferably in a retail and ecommerce environment
  • Strong interest and / or knowledge and qualifications in furniture, homewares or interiors
  • Excellent verbal and written English communication skills
  • Experience in Philippine Labour, coaching and mentoring , and staff training
  • Experience in forecasting and workforce management
  • Must have good leadership skills and characteristics
  • Must be able to come into the team and make solid headway in the process and operations
  • Must be capable of bringing new skills and fresh ideas to the team
  • Commitment to service and a flexible can-do attitude to respond to business needs
  • Detail-oriented and able to multitask with strong administrative and organisational skills
  • Self-starter who is energetic, enthusiastic and driven
  • Able to work independently and as part of a team
  • Must be willing to work in Bonifacio Global City, Taguig City, early morning shift
  • Why Diversify?

    Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.

    You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

    Position Overview

    Dress Code Smart Casual Working Hours 7am - 4pm Spoken Language Filipino & English Benefits Medical, Dental, Misc Allowance Company Size 200-500 Employees Average Processing Time 2 weeks

    Experience Diversify : Your Future Simplified

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