This listing was posted on The Resumator.
Customer Support Team Leader (the Philippines)
Description:
Centro Holdings is a group of companies developing in-house products for the online entertainment industry. Founded in 2007, the company has expanded into an international team of over 300 people, with offices in the USA, Cyprus, Canada, Ukraine, Georgia and Spain. About the project: This is an online entertainment marketplace. It is being developed by 6 engineering teams and consists of 50+ services and components.Now we`re looking for a Customer Support Team Leader from the Philippines . As a Customer Experience Team Lead you will play an important role in driving customer satisfaction and maintaining excellence. Your responsibilities will focus on delivering excellent service to Creators and Customers while meeting SLA targets. You will be responsible for developing metrics and workflows to enhance operational efficiency. This role requires innovative thinking, effective time management and strong organizational skills. Responsibilities: Lead and manage a team of Customer Experience Representatives, providing regular feedback, coaching and support to ensure exceptional customer service. Deliver training to new and existing team members. Provide regular reports to management on team performance, customer feedback and any issues that require attention. Follow up with the development team to track the progress of bug fixes, and communicate updates on these fixes to customers or internal teams as needed. Maintain a positive attitude and exhibit consistent leadership skills to inspire and motivate the team. Provide escalated problem-solving assistance, addressing interactions ranging from technical issues to chargeback prevention. Stay up-to-date with product knowledge and company policies to provide accurate information and support to our Customers and Creators. Continuously seeking opportunities to enhance customer experience and streamline. Requirements: Minimum of 1+ year of leadership experience in a customer service position. Flexibility with scheduling to accommodate different time zones and varying work hours. Proficiency with computers and web browsers, with the ability to multiple across multiple systems. Excellent written and verbal communication skills to effectively provide feedback, coaching and support to team members remotely. Strong critical thinking and problem-solving skills. Effective decision-making abilities to solve problems independently and make timely and informed judgments. Attention to detail and accuracy in managing tasks, tracking progress and delivering results. We offer: Fair bonus system; Paid vacation and sick leave; Leading company in its field on the market (worldwide); Learning and sport program; No bureaucracy and micromanagement; Full remotely work from home; Cool & friendly team. Powered by JazzHR
Company:
Centro.team
Posted:
July 4 on The Resumator
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