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
Grab
