Team Captain | E-Commerce  

As the Team Captain, you are responsible for the day-to-day management of customer support related tasks such as phone, email, and chat interactions as well as the execution of our Client’s tasks. You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and systems. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. You will help build out a support team from scratch by acting as a consultant with regard to CX best practices and approaches. You will also be instrumental in cultivating potential growth opportunities for the team.

What Will You Do?

People Management

• Identify growth and development opportunities for team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Task Management

• Interact with customers to provide general troubleshooting assistance to issues and concerns
• 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

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets

Logistics

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

Internal Coordination

• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• 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…

• Three years of supervisory experience in a related field (at least 3 years Exp. as Team Captain or related in the BPO industry)
• Extensive knowledge of how customer support works
• At least 2 years of college undergraduate
• At least 1 year of BPO (Customer Service or Sales) experience
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• SaaS Experience
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• 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 different types of characters
• The ability to come up with process improvement recommendations that will help a startup company in developing its products
• A strong sense of responsibility and accountability
• With at least 1 year of experience in using any Helpdesk, CRM, and/or business intelligence software

**Must be willing to work in Operations while in a TC post.

**Due to the Quarantine, candidates for this position must be wfh-ready until further notice.

We look forward to speaking with you!

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