Customer Service Team Lead

Responsibilities:
Business management:
• Follow up on the progress of each case in time to ensure the effective actions are taken.
• Offer the non- technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out of office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
• Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
• Make sure the team follows the compliance and security policies.
• Review cases daily and find out the problems to make sure customer issues are well- resolved.
• Make sure the team meets MS KPI.
• Collect data and create reports to meet business needs.
• Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
Managing Collaborative Activities:
• Work with Microsoft to get effective support on critical and complex issues.
• Provide team members with necessary support and assistance to keep team morale and ensure the smooth operation of the team.
• Coach team members to work with internal teams to ensure the right individuals and resources are well- allocated.
• Collaborate on cross- group and cross- product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
Business Communication:
• Drive the negotiation, creation, execution and modification of business processes and procedures.
• Participate in customer facing business review meetings to gather feedback and resolve issues.
• Offer the professional image towards Microsoft (Customers).
• Maintain good business relationship with customers.
Qualifications:
• Excellent customer service awareness.
• Have practical management experience or basic management ideas, excellent analytical skills, and problem- solving skills.
• Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for team.
• Ability to train and mentor, experience in quality monitoring and improvement.
• Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
• Have at least 2 year- experience in the same role or 1 year at supervisor level in contact center industry.
• Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
• Excellent presentation skills.
• Be proficient in using office software, such as PowerPoint, Excel, etc.
• Good English listening, speaking, reading, and writing skills, able to use it as a working language.

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Productivity curve is not something steady and consistent as it depends on each person&039;s unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.

Ever feel stuck with your career? We don&039;t hire you simply because we needed to fill an empty slot. Together, we will help you shape and grow your career so you can progress further and rediscover your true sense of purpose at work.
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Every employee is an invaluable asset to any team; that&039;s why we want to help you grow. Level up your skills and expertise through our professional co- development programs with notable organizations. We will cover the cost.

Cập nhật gần nhất lúc: 2024-05-15 08:00:03