Job Description
Effectively supervise the performance of the Team Leader, Customer Service Representatives, and Salesforce Specialist.
Ensures that all Customer Service Representatives and Salesforce Specialists are assessed and all training needs are cascaded within established guidelines.
Provides orientation to subordinates on project revisions and/or new accounts.
Ensures that all client requests, queries, and complaints are being addressed and/or resolved regularly including feedback.
Act as 2nd level of escalation for client issues.
Investigate and resolve customers’ problems, which may be complex or long-standing problems that have been passed on the Customer Service Representatives.
Ensures the quality of all Customer Service Representatives and Salesforce Specialists when interacting with customers and ensures their availability to meet the needs and expectations of the customers.
Monitor and ensure the accuracy of reports generated by all Customer Service Representatives and Salesforce Specialists before submission.
Prepares reports on a regular basis for submission to immediate superior.
Exerts best effort that the Quality Objectives are met; implements and/or carry out quality improvement activities and functions as Customer Service Supervisor as may be formally and officially defined by the immediate superior or by the executive management
Requirements
A Bachelor’s Degree in Information Technology, Business Administration, Marketing, and other related fields.
At least 2 years work experience in performing executive and administrative functions or in a similar position.
Proficient knowledge of customer service, and standard office practices and procedures.
Computer literate and knowledgeable in Basic Windows Applications.
Keen on minute details, flexible, systematic, and results-oriented.
Excellent written and verbal communication skills.
Ability to work well under pressure and with minimal supervision.
With a strong leadership background that can handle problems quickly and efficiently