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Customer Service Team Manager

2 to 4 Years

Assensio Outsourcing, Inc.

With Business Certificates
Established in 2019
51-200 Employees
Kasambagan, Cebu City, Cebu
Total vacancies for this job title: 10
Posted On: June 18, 2021
Job ID: 382133

Details

Company Details:

 

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

  • Attendance Bonus

  • 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

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