Customer Service Team Leader - App Travel

Accept and process special requests from customers as per SOPs;
Provide leadership, guidance, and support to the team members
Isolate and identify areas of improvement on members performance;
Identify & escalate issues to the related teams when out of the scope of this department;
Interface with customers on refunds, providing explanations and processing;
Report any product error findings to related product/engineering teams.
Ensure all agents are achieving their daily KPI’s in qualitative metrics;
Monitor scoring KPI statistics;
Find issues among members related to productivity and problem- solving;
Ensure all cases are solved within required timeframe following the company’s SOPs;
Manage refreshment & training to agents
Monitor daily reports from the supervisor
Manage routing and payment method enablement as per available inventory defined by SOPs;
Handle major incidents that cannot be resolved by agents
Manage recurring meetings with team(s) to review performance;
Report fraud to the company’s risk team;

Demonstrated problem- solving skills, strategic and analytical capabilities
University/Colleges required.
Have knowledge of KPIs metric in CS Contact Center
Result- oriented, problem solver, analytical skill, and customer- focused
Disciplined and high motivated to motivate and encourage team for improvement
Have 1+ year experienced as Customer Service Team Lead position
Good at English both written and spoken

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Cập nhật gần nhất lúc: 2024-05-12 01:45:02