Summary of Essential Duties and Responsibilities:
1. Prepares and/or updates Customer Service staff schedules and ensures adherence to the same.
2. Ensures that the team is adequately manned at all shifts.
3. Creates reviews and recommends to the Operations Manager for approval of new administrative policies and directives.
4. Works closely with the Operations Manager, ensuring that service levels of the Customer Service Team is at optimum by:
a. Ensures consistent implementation of processes and adherence to process standards of the whole team.
b. Work closely with the Operations Manager to solve customer problems and prevent recurrence.
c. Executes effectively and efficiently special tasks assigned by the client.
5. Supervises Customer Service Representatives ensuring that service level is at its optimal level.
6. Conducts coaching sessions with Customer Service Representatives for recalibration purposes, addressing areas for improvement.
7. Handles assigned tickets in Kayako System and performs outbound calls within designated time-frame, following standard procedures, work instructions and tools. (Troubleshooter, Knowledge base, etc.).
8. Processes escalated issues following the Escalation Rules and relevant policies, procedures and work instructions.
9. Effectively handles inbound calls ensuring that calls are within the designated time-frame, following standard procedures, work instructions and tools. (Troubleshooter, Knowledgebase, etc.).
10. Ensures availability of data and adherence to reportorial requirements.
11. Enforces administrative policies.
12. Performs other duties assigned from time to time.
Requirements:
- Candidate must possess at least a Bachelor's/College Degree , any field.
Required skill(s): microsoft windows, training and coaching, leadership skills.
- At least 2 year(s) of working experience with the same capacity in the BPO industry with demonstrated positive results.
- Preferably 2-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
- Must be willing to work at Km1 McArthur Highway, Matina, Davao City
- Full-Time position(s) available.
- Successful candidate must be able to start August 13, 2012.
1. Prepares and/or updates Customer Service staff schedules and ensures adherence to the same.
2. Ensures that the team is adequately manned at all shifts.
3. Creates reviews and recommends to the Operations Manager for approval of new administrative policies and directives.
4. Works closely with the Operations Manager, ensuring that service levels of the Customer Service Team is at optimum by:
a. Ensures consistent implementation of processes and adherence to process standards of the whole team.
b. Work closely with the Operations Manager to solve customer problems and prevent recurrence.
c. Executes effectively and efficiently special tasks assigned by the client.
5. Supervises Customer Service Representatives ensuring that service level is at its optimal level.
6. Conducts coaching sessions with Customer Service Representatives for recalibration purposes, addressing areas for improvement.
7. Handles assigned tickets in Kayako System and performs outbound calls within designated time-frame, following standard procedures, work instructions and tools. (Troubleshooter, Knowledge base, etc.).
8. Processes escalated issues following the Escalation Rules and relevant policies, procedures and work instructions.
9. Effectively handles inbound calls ensuring that calls are within the designated time-frame, following standard procedures, work instructions and tools. (Troubleshooter, Knowledgebase, etc.).
10. Ensures availability of data and adherence to reportorial requirements.
11. Enforces administrative policies.
12. Performs other duties assigned from time to time.
Requirements:
- Candidate must possess at least a Bachelor's/College Degree , any field.
Required skill(s): microsoft windows, training and coaching, leadership skills.
- At least 2 year(s) of working experience with the same capacity in the BPO industry with demonstrated positive results.
- Preferably 2-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
- Must be willing to work at Km1 McArthur Highway, Matina, Davao City
- Full-Time position(s) available.
- Successful candidate must be able to start August 13, 2012.
| Wage/Salary: | P17k - P20k |
| Start: | August 13, 2012 |
| Duration: | Long-Term |
| Type: | Full Time |
| How to apply: | Please send resume by email to careers@nextbposolutions.com. |
| Company: | Next BPO Solutions |
| Contact: | Careers Dept. |
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