We are seeking a highly motivated and experienced Vice CSR Team Leader to join our dynamic customer service team. The ideal candidate will have a proven track record of leading and developing successful customer service teams while maintaining a strong focus on delivering exceptional customer experiences.
Responsibilities:
- The Vice CSR Team Leader assists the CSR Team Leader in overseeing the daily operations of the customer service team. This role involves supporting the team, ensuring excellent customer service, and contributing to the achievement of team goals.
Key Responsibilities
- Team Support:
- Assist the Team Leader in supervising and motivating the CSR team.
- Provide guidance and support to team members, helping them resolve customer issues and improve their performance.
- Monitor team performance and identify areas for improvement.
- Conduct regular coaching sessions with team members to enhance their skills.
- Address escalated customer inquiries and complaints.
- Customer Service Excellence:
- Ensure that the team provides exceptional customer service, meeting or exceeding customer expectations.
- Promote a customer-centric culture within the team.
- Monitor customer feedback and implement strategies to improve customer satisfaction.
- Handle complex or escalated customer issues with professionalism and efficiency.
- Operational Efficiency:
- Assist in managing team schedules and workload to ensure adequate coverage.
- Monitor key performance indicators (KPIs) and identify trends or areas for improvement.
- Implement process improvements to enhance team efficiency and productivity.
- Ensure compliance with company policies and procedures.
- Reporting and Communication:
- Prepare regular reports on team performance, customer satisfaction, and other relevant metrics.
- Communicate effectively with team members, other departments, and management.
- Maintain accurate records of customer interactions and team activities.
Skills and Qualifications
- Customer Service Expertise:
- Strong understanding of customer service principles and best practices.
- Proven ability to provide excellent customer service and resolve customer issues effectively.
- Experience in handling escalated customer inquiries and complaints.
- Leadership and Team Management:
- Ability to motivate and guide a team of customer service representatives.
- Strong communication, interpersonal, and coaching skills.
- Ability to delegate tasks and manage team workload effectively.
- Operational Skills:
- Ability to monitor KPIs and identify areas for improvement.
- Strong problem-solving and decision-making skills.
- Bachelor's degree.
- Proven experience 1 year in a customer service and team leadership role.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Positive attitude and a passion for customer service.
Job Type: Full-time
Pay: Php25,000.00 - Php27,000.00 per month
Benefits:
- Paid training
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
Work Location: In person
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