Customer Experience Team Lead

Job Description:

The day to day activities:

Responsible for managing the team’s performance by ensuring departmental objectives & OKRs are met like SLA, CSAT, DSAT, Handling Escalation

Real Time Monitoring, organizing, and coaching & counselling agents

Work closely with other vertical to deliver seamless customer experience

Responsible to answer Inquiry, resolved complaint customer, handling escalated customer call as needed

Identify & drive initiatives to prevent & reduce losses related to customer verification, billing & payments

Run reports and analysis of quality and performance OKRs

The must haves:

S1 any major, from reputable university

2-3 years of experiences as Call Center Team Leader, digital/voice, on e-commerce/telecommunications industry

Excellent knowledge on call center, real time floor management, & experience using Zendesk, Salesforce

Proficient in Ms. Office (Word, Excel, PPT) and G-suite

Experience in handling customer & customer satisfaction oriented

Excellent communication skills & Good Leadership Skill

Good command in English both written and speaking is a must

Understand SLA metrics

Willing to work in shift

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