Customer Care Supervisor, Quezon City

Description

Supervise and mentor the customer care team, providing guidance and support.
Conduct regular team meetings and one-on-one sessions to discuss performance, provide feedback, and address concerns.
Monitor team performance against established KPIs, including call handling time, resolution rates, and customer satisfaction scores.
Develop and implement training programs to enhance team skills and knowledge.
Manage team schedules and ensure adequate staffing levels to meet customer demand.
Foster a positive and collaborative team environment.
Ensure the team provides prompt, accurate, and courteous responses to distributors request, inquiries and complaints.
Handle escalated customer issues and resolve complex problems effectively.
Monitor distributors interactions to ensure adherence to quality standards and company policies.
Answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recoding account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Highlights

Safety Tips

Be careful with commission-based ’work-from-home’ positions that offer an unrealistically high income.