Responsibilities
- Lead and guide team members by strengthening their capabilities and addressing performance gaps.
- Deliver ongoing coaching to maintain strong understanding of current and new products.
- Ensure all customer service tasks are completed on time, including both call and non-call activities, meeting established service level agreements.
- Observe agent-customer interactions to uphold professional and respectful communication standards.
- Assist with daily operations and support agents in resolving complex or escalated customer complaints.
- Verify that work reports are completed accurately and submitted promptly.
- Keep support staff informed about product updates and organizational changes through regular briefings.
- Generate daily, weekly, and monthly reports related to customer service activities as needed.
- Oversee team scheduling, time-off requests, and provide weekly staffing plans to management.
- Share performance feedback with managers, supervisors, and team members at both group and individual levels.
- Carry out additional responsibilities and special projects as assigned.
Requirements
- Minimum of three years of experience in customer service, support, or call center environments.
- Proficient in using Google Workspace tools; ability to type while listening is a plus.
- Friendly demeanor and clear verbal communication skills.
- Strong communication and interpersonal abilities.
- Capable of quick thinking, staying composed, and managing high-pressure situations effectively.
Nice to Have
- Prior experience in a senior or supervisory role is beneficial.
- Background in team leadership or management is considered an advantage.
Responsibilities
- Manage team members, develop team strengths and improve weaknesses.
- Provide team coaching to ensure existing and new products knowledge efficiency.
- Check the timely handling of all customer services jobs including voice and non-voice productivities, ensuring that SLA targets are met.
- Monitor CS Agent contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner.
- SupportingP all daily routine tasks, also supporting CS’s for complicated and complaint case handling.
- Monitor the accurate preparation and timely submission of work reports.
- Update and briefing of CS agents of news/changes in products and organizations.
- Prepare CS Agents related daily, weekly and monthly reports as required.
- Manage team roster and day off and provide weekly resources allocation to managers and assistant managers.
- Provide Team and individual performance information to Managers, Assistant Manager and Members as required.
- Perform other duties and special assignments as required.
Required
- 3 years working experience in customer service, customer support, call center or a related field.
- Efficient computer skills with Google drive tools as a minimum (typing while listening would be an advantage).
- Pleasant manner and a clear speaking voice.
- Good communication and interpersonal skill.
- Ability to think quickly, remain calm and handle situations under pressure.
Preferred
- Work experience Senior/Supervisor Role will be advantage
- Work experience Senior/Supervisor Role or manage team will be advantage
