Customer Service Representative (Agent/Team Leader)

Agent Responsibilities:

Receive/place calls with new and existing customers to renew or sell additional services or products to enhance their customer experience.Communicates with customers over the phone to process order requests, attend to general inquiries, and address complaints.Resolves any customer issues while providing an exceptional customer experience.

Requirements:

Senior High School graduate or at least College level.BPO-Voice experience.Excellent written and verbal communication skills.Exceptional interpersonal skillsWilling to work from 9:00AM to 6:00PM and in shifting schedule.Willing to work on-site (Ortigas Center, Pasig City)

Team Leader Responsibilities:

Assists agents on real-time concerns regarding customer concerns and takes escalated calls for complex issues.Manages agent's absence rate by coaching and implementing the company's attendance policy.Conducts daily team huddles discussing client and company updates, performance rundowns, setting team goals and action plans.Provides daily coaching and weekly performance reviews to agents focusing both on metrics and behavior improvement.Manages real-time performance through call listening sessions and compliance tools to provide immediate feedback to agents.Randomly audits daily agent calls for compliance and create weekly quality evaluationsAnalyzes performance data, quality evaluations and correlates the trends in order to help in root causing for the agent's skill or will issue and create SMART action plans.Prepares and discusses the team's weekly performance report to Operations Manager with emphasis on action plans and timelines to improve agents impacting the team's Key Performance Indicator.Perform administrative tasks such as editing timecards, issuing disciplinary actions, and creating documented coaching sessions and performance improvement plans.

Requirements:

At least College level.BPO-Voice experience.Proven experience as Team Leader or Team Officer-in-Charge.Previous heavy exposure to drive Voice of the Customer metrics.Strong analytical skills, with proficiency with Microsoft Excel, Word, and PowerPoint.Good time management and can effectively prioritize team workloads.Excellent written and verbal communication skills.Ability to improve and champion a team to increase engagement and skills.Highly participative within and across teams with the ability to influence others.Willing to work from 10:00AM to 7:00PM and in shifting schedule.Willing to work on-site (Ortigas Center, Pasig City).