Penbrothers International Inc.
Penbrothers International Inc.

Customer Service Team Lead  

Penbrothers International Inc.

  • Makati, Philippines
    6th Floor, OPL Building, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2019-12-02T16:00:00+00:00
Job closed.

Job Description

• Responsible to ensure proper shift scheduling are in place for the service desk team to cope with day-to-day operations
• Responsible to provide daily direction and communication to team members so that customer service calls are answered in a timely, efficient and professional manner
• Responsible to ensure all SLAs are met •
• Responsible to ensure effective domain-based coaching and equipping members to handle day-today operations
• Responsible for suggesting methods to improve customer service satisfaction •
• Responsible for disseminating accurate and timely instructions to the team •
• Escalation point/contact for team matters on operational related issues on a day-to-day basis •
• To provide continual evaluation of processes and procedures to improve efficiency and productivity
• To provide and present weekly report to Operations Manager.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level
• Work closely with Operations Team Leader to handle customer disputes/complains/dissatisfaction • Required to gather feedback from customers to understand their dissatisfaction and provide accurate feedback to Operations Manager and/or Product Group
• May require to cover the members due to unforeseen or unplanned circumstances until formal arrangement is made

Minimum Qualifications

  • At least 4 years of experience working in B2B accounts
  • Comfortable with a shifting schedule
  • Relevant experience in Product Management, HSIA, Service Gateway
  • Working in an IT network access management
  • Relevant experience in handling 1st level and 2nd level support
  • Strong analytical and planning skills;
  • Good communication and presentation skills;
  • Excellent problem-solving skills;

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
6th Floor, OPL Building
Industry
Consulting/Business Services
Vacancy
1 opening
Website
http://www.penbrothers.com

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About Penbrothers International Inc.

Penbrothers works with startups and SMEs from all over the world, helping them build and scale their teams with talent in the Philippines at a fraction of the cost. With several offices in various locations, Penbrothers makes it easier for companies to focus on their core business by taking care of the talent sourcing, hiring, payroll and office space.

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