Overseeing Daily Operations: Ensure the team meets daily targets and service level agreements (SLAs) related to after-sales support.
- Quality Assurance: Monitor and evaluate the quality of service provided by the team to ensure high standards are maintained.
- Issue Resolution: Handle escalated customer complaints and issues that require supervisory intervention.
- Performance Management: Conduct regular performance reviews and provide feedback to team members.
- Training and Development: Provide ongoing training and development to team members to enhance their skills and knowledge.
- Scheduling and Staffing: Manage team schedules, ensuring adequate coverage for shifts and peak times.
- Motivation and Morale: Foster a positive and productive work environment, motivating the team to achieve their goals.
- Conflict Resolution: Address and resolve conflicts within the team promptly and fairly.
- Customer Interaction: Interact with customers directly for complex issues, refunds, and retention efforts.
- Policy Implementation: Ensure that company policies related to refunds and customer retention are consistently applied.
- Problem-Solving: Develop and implement strategies to improve customer satisfaction and retention.
- Follow-Up: Ensure all customer issues are followed up and resolved in a timely manner.
Administrative Tasks
- Reporting: Prepare and present regular reports on team performance, customer satisfaction, and other key metrics.
- Process Improvement: Identify areas for process improvement and work with management to implement changes.
- Documentation: Maintain accurate records of customer interactions, refunds, and retention activities.
- Compliance: Ensure that the team complies with all relevant regulations and company policies.
Job Type: Full-time
Pay: From Php35,
- 00 per month
Schedule: - 8 hour shift
Day shift Overtime
Supplemental Pay:
Overtime pay
Ability to commute/relocate:- Makati City: Reliably commute or planning to relocate before starting work (Preferred)
Willingness to travel:
100% (Preferred)
