Job Description
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
Minimum Qualifications
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
Perks and Benefits
- Work from Home
- Medical / Health Insurance
- Paid Sick Leave
- Performance Bonus
- Paid Bereavement/Family Leave
- Paid Holidays
- Paid Vacation Leave
- Maternity & Paternity Leave
Required Skills
- CRM Software
- Email Support
- Technical Support
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center,, Pasig, Metro Manila, Philippines
About Boldr
Boldr | Outsourcing With Impact.
Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.
At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.
If you’re bold enough and want to contribute to making a lasting impact, we want you!