Team Captain | Technical and Email  

What Will You Do

Team and Performance Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Generate reports from KPI dashboards and ensure that the team meets company and client-specific KPI targets

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Customer Support

• Interact with customers to provide general troubleshooting assistance to issues and concerns through email and chat channels
• Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
• Identify recurring issues, themes, and patterns
• Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction

Logistics

• Ensure that equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

Internal Coordination

• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

You Have…

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• Two years of supervisory experience in a related field
• At least 3 years of BPO (Customer Service) experience preferred
• At least 1 year of experience in using any help desk platform, preferably Zendesk
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds