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Customer Service Team Manager
2 to 4 Years
Assensio Outsourcing, Inc.
With Business Certificates
Established in 2019
Kasambagan, Cebu City, Cebu
Total vacancies for this job title: 10
Posted On: June 18, 2021
Job ID: 382133
At Noon Dalton, we value our employees before clients!! We've been in business long enough to understand and acknowledge the importance of our employees that shape the future of our company. We show value to our people so our people can show value to our clients. Come join us and feel the pride of being valued as never before.
What we offer:
Above Average Compensation Package
Night Differential Allowance
Personal Development Bonus
Healthcare Insurance (HMO) upon hire
Life and Accidental Insurance upon hire
Annual Company Parties
Fixed Weekly Workday schedule (Weekends Off)
Healthy & Encouraging Work Environment
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join us
What you will do:
Directly work with Clients, Operations Manager, and Senior Operations Managers in formulating Reports in line with Client-Specific SLAs
Manage CRM to ensure all customer service agents are operating at optimal productivity levels.
Manage complaints and enquiries, ensuring all quality claims are updated in the CRM. Review the quality claims monthly and escalate any concerns to management.
Ensure that all customer claims and other issues are dealt with within 48 hours.
Ensure that all data acquired during a day's work is recorded in CRM correctly for information purposes.
Ensure all processes and procedures are updated on the tool for use and visibility for the whole team. Ensure there are written procedures for all important day to day processes.
Manage the company's offshore customer service call center, making both daily and weekly performance analysis relating to call volumes and ticket resolutions and ensure training is done on an ongoing basis
What we are looking for:
Must have at least two years of Management experience in a BPO industry
Must be able to take ownership on management decisions, customer-related cases and team performance
Must have strong reasoning, problem-solving, and analytical skills
Must have strong leadership and mentorship skills
Must have excellent planning, organization, and time management skills
Must be able to make decisions quickly and confidently based on company policies and practices
Must have strong management and leadership skills
Must have proficient skills and other basic reporting tools
Must be willing to work night shifts
Must be willing to work office-based