Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? Satellite Office is seeking a dedicated Customer Service Supervisor to join our team in Ortigas. In this pivotal role, you will oversee daily operations, mentor a high-performing team, and ensure that our service standards consistently exceed client expectations. If you thrive in a fast-paced BPO environment and have a knack for problem-solving, we want to hear from you.
This is an excellent opportunity to advance your career in a dynamic setting, working onsite at our Ortigas headquarters. You will play a key role in driving team performance, managing escalations, and implementing strategies that enhance customer satisfaction. Join us in shaping the future of customer support while enjoying a competitive compensation package.
Tanggung Jawab
- Lead, mentor, and motivate a team of Customer Service Representatives to ensure high productivity and engagement.
- Monitor daily operations and key performance indicators (KPIs) to identify areas for improvement.
- Handle complex customer escalations and resolve critical issues efficiently to maintain client trust.
- Conduct regular team meetings, training sessions, and performance reviews to foster professional growth.
- Collaborate with cross-functional departments to streamline processes and enhance the overall customer journey.
- Ensure strict adherence to company policies, quality assurance standards, and compliance regulations.
- Analyze customer feedback and data to develop actionable strategies for service excellence.
Kualifikasi
- Bachelor's degree in any field, or equivalent work experience.
- Minimum of 3-5 years of experience in customer service or call center operations.
- Proven track record of supervisory or team leadership experience.
- Excellent verbal and written communication skills in English.
- Strong conflict resolution, negotiation, and problem-solving abilities.
- Ability to work in a fast-paced environment and meet tight deadlines.
- Familiarity with CRM software and call center tools.