Customer Care Team Leader
About this position
Provides timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information. Requires advanced skills and expertise in a variety of work processes or activities. Generates new and innovative solutions to complex problems. Works autonomously within established procedures and practice.
Responsibilities
• Respond to customer inquiries via telephone, email, or website chatbot with a commitment to quality and service standards.
• Managing customer’s questions and feedbacks
• Handle routine and complex customer issues, providing clear solutions and expert guidance.
• Analyze customer needs and coordinate with other departments for advanced solutions.
• Utilize customer relationship management (CRM) tools and databases to track and research customer interactions.
• Operates and manages Iron Mountain Thailand Case Management System:-
i) Citrix/Salesforce.com (SFDC)
ii) Ensure timely lodgement; follow up actions, analysis and communication with all Iron Mountain Thailand departments and clients.
• Manage, track and resolve all requests raised by customers.
• Ensure all information provided in the Case Management System and to other departments is accurate and precise
• All communication is recorded and captured in Case Management System Billing Matters
• New Rates Entry/Updating of Rates
• New Onboarding/Account Creation
• Update of Account Details Others
• Continuously review and suggest improvements to processes, practices and procedures that positively impact our customer experience.
• Work with line manager or other department heads (where applicable) to implement improved processes to continually improve service levels in the department.
• Provide timely and accurate reports to Head of Department (HOD).
• Manage and track reports & dashboards in Case Management Systems
Requirements
• At least 3 years of experience in Sales Coordination and Customer Service roles
• Strong service-minded attitude with a calm and patient demeanor
• Proven ability to handle and coordinate complex tasks efficiently
• Proficiency in English, both spoken and written
• Experience with Salesforce and Citrix is a must