Philippines landscape
Job Post
LanceSoft inc.

(CSR) Team Lead IV | 2722049

LanceSoft inc. Posted: 7 Month
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Description:
  • Responsible for managing a team of associates
  • Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
  • Motivating associates through effective management, career development, and implementation of reporting mechanisms
  • Liaison with other areas of the company affecting technical support
  • One on One Relationship management
  • Analysis of reports including process dashboards and team performance reports.
  • Initiate appropriate action plans and training
  • Manage attendance & attendance incentives for the team.
  • Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
  • Mentor and assist new hires
  • Handle customer complaints and provide resolution for escalated calls
  • Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Ensure that all company information which includes customer information is kept confidential and secured

Qualifications

  • Graduate/Undergraduate with 2-3 years of related work experience
  • Minimum of 2 years in Team Leader Level

Mandatory Skills

  • Should have patience and not be overawed by difficult situations
  • Need to have sound customer service skills and soft skills with the prime focus being on customer satisfaction
  • Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
  • Excellent verbal & written communication & presentation skills
  • Good Interpersonal & people management skills with a good problem-solving approach.
  • Expert knowledge of service procedures
  • Good analytical skills for MIS, number-crunching & reporting to internal & external customers
  • Ability to exercise managerial judgment and perform as a mentor
  • Demonstrated Customer Service Skills
  • Situation handling skills
  • Leadership skills

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