Customer Care Team Leader

Primary Responsibilities:

• Assist the Customer Care Manager/s in overseeing the Customer Engagement for voice and non-voice channels, Network Control Center (NCC) Customer Operations or Customer Policies and Standards and ensuring that all support services needed are met and complied with.
• The Customer Care Team Leader will track and review the quality of customer service and interaction of the agents and provide guidance. Based on these reviews, the Customer Care Team Leader will also share their findings of new customer needs or trends when reporting to the Customer Care Director who oversees customer service across all channels – call center, social media and the web.
• Establish good rapport and work closely with Operations, Marketing and Corporate Communications to handle complex escalation cases promptly, especially in times of emergencies.
• Analyze customer feedback and data including online sentiments, and provide strategic direction to continuously improve overall rating of customer experience on social media and the other channels of communication with the guests.
• Ensure agents adhere to company-wide and departmental standards, policies and regulations.

Qualifications:

• ·Must be a college graduate of any course.
• ·Must have 1-2 years of customer service experience.
• ·With excellent communication skills and good leadership
• ·Can start immediately