Customer Care Team Leader
2 weeks ago
Aambience Services is an innovative company, providing Business Process Outsourcing, IT and Robotic Process Automation (RPA) Services. What makes us different, is our strong desire to challenge the status quo, inspire and create ground-breaking solutions. We build relationships of trust with our clients, on solid foundations of quality and know-how, while creating great experiences, through great customer service.
Setting the above as a strategic goal, we are looking for a competent and experienced Team Leader to manage a team of Customer Support Representatives, providing them with relevant guidance. He/She will be responsible for guiding, monitoring and motivating all team members on a daily basis to achieve corporate goals and results.
Responsibilities- Assist in the formulation of targets for individuals and teams
- Answer questions and provide guidance and feedback to the team
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Prepare monthly/annual results and performance reports
- Keep management informed on issues and problems
- Ensuring and complying with company procedures
- University or Technological Institute graduate
- Familiarity with CRM systems and practices
- Very good knowledge of PC and MS Office
- Very good knowledge of English
- Previous service in a similar role / job position for 3 years at least
- Competitive remuneration package
- Bonus upon success
- Continuous training and skills development
- Benefits of discount privilege
- A place where your professional and personal success is our commitment
- Incentives for continuous improvement
- Pleasant and collaborative work environment
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