Customer Support Supervisor (Non voice)
About this position
Responsibilities
• Manage team members, develop team strengths and improve weaknesses.
• Provide team coaching to ensure existing and new products knowledge efficiency.
• Check the timely handling of all customer services jobs including voice and non-voice productivities, ensuring that SLA targets are met.
• Monitor CS Agent contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner.
• Supporting all daily routine tasks, also supporting CS’s for complicated and complaint case handling.
• Monitor the accurate preparation and timely submission of work reports.
• Update and briefing of CS agents of news/changes in products and organizations.
• Prepare CS Agents related daily, weekly and monthly reports as required.
• Manage team roster and day off and provide weekly resources allocation to managers and assistant managers.
• Provide Team and individual performance information to Managers, Assistant Manager and Members as required.
• Perform other duties and special assignments as required.
Requirements
• 3 years working experience in customer service, customer support, call center or a related field.
• Exp. in non-voice field is plus.
• Efficient computer skills with Google drive tools as a minimum (typing while listening would be an advantage).
• Pleasant manner and a clear speaking voice.
• Good communication and interpersonal skill.
• Ability to think quickly, remain calm and handle situations under pressure.
• Work experience Senior/Supervisor Role will be advantage.
• Work experience Senior/Supervisor Role or manage team will be advantage.