Service Desk Team Lead
Penbrothers International Inc.
- Makati, Philippines6th Floor, OPL Building, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
- Ensure proper shift scheduling are in place for the service desk team to cope with day-to-day operations
- Provide daily direction and communication to team members so that customer service calls are answered in a timely, efficient and professional manner
- Ensure all SLAs are met •
- 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
Trình độ tối thiểu
- 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
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Once in a while
- Địa chỉ văn phòng
- 6th Floor, OPL Building
- Ngành nghề
- Consulting/Business Services
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- http://www.penbrothers.com
Về 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.