Job Scope
- Respond to customer inquiries via email in a clear, concise, and comprehensive manner within service level
- Assist in writing and maintaining FAQs
- Make outbound call if necessary
- Escalate cases to the next relevant client department/level if required within service level
- Liaise with other support teams as required to resolve requests/issues in a timely manner
- Handle complaints and manages service recovery
- Conduct and perform monthly QA checks on all agents on their email handling and to determine the appropriate actions to be taken to ensure standards are kept
- Generate and prepare monthly report
- Performs related duties as assigned
- Conducting training of team members on product knowledge (for new knowledge policy roll out by client)
- Responsible for the day-to-day management of the contact center to ensure that KPIs are met
Job Requirements
- Diploma or Degree with any related field
- With a background in a contact center/call center industry/environment and experience in leading a team
- Proficient in MS Word and MS Excel, and with good verbal and written presentation skills
- Able to work in shift - 44hrs per week/5 days' work shift (between 8am to 8pm) and public holiday on rotating schedule
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
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