Travel Team Lead - Cebu City (BPO)
On-siteCebu City, Central Visayas, Philippines
Job Summary
Manage a team of associates through effective management, career development, and implementation of reporting mechanisms. Independently handle and assist customers to determine problems, provide resolutions on service issues, and coordinate escalations while assessing customer needs. Motivate the team and maintain one-on-one relationship management. Liaise with other company areas affecting technical support and analyze reports, including process dashboards and team performance metrics. Requires rotational 24/7 schedule with no fixed day off. Must possess sound customer service skills, excellent communication abilities, and expert knowledge of service procedures.
Required Qualifications
- 2 to 3 years of work experience as a Team Leader
- sound customer service skills
- soft skills
- customer satisfaction focus
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good interpersonal & people management skills
- good problem-solving approach
- Expert knowledge of service procedures
- Good analytical skills for MIS, number crunching, & reporting to internal & external customers
- Rotational (24/7) | No Fixed Day Off schedule
Desired Qualifications
- patience
- not be overawed by difficult situations
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