Reporting to the CS Manager you will be responsible for : • Monitoring performance of SWAT team who handling escalation from front line agents. • Identify root cause of customers’ issue and provide appropriate resolution in order to deliver excellent Customer Service. • Co-ordinate with other teams/ departments to resolve customers issues. • Promptly escalate critical/ high-risk cases to the appropriate authority. • Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience. • Manage performance of Outbound BPO teams by following team performance and giving advice/support ensuring KPIs achievement. • Undertake other tasks assigned by Customer Service Manager.
• A Bachelor’s Degree. • At least 3 - 5 year-experience in customer service/ call center. • Previous Lead or Supervisory experience preferred. • Proactive and continuous improvement attitude. • Attention to detail. • High Problem solving and priority skills. • Excellent skills for communicating and relating with both team members and customers. • Have good temperate to handle disputes and emergencies. • Must be customer service and result oriented. • Available for working at weekend (once to twice a month). • Proficient in Microsoft Office (Excel, Power Point,…) and Fluency in English. • Ability to work under high pressure.