Customer Success Lead - Cebu City, Pilipinas - Booth & Partners

Paglalarawan

Job Description

About the Client:

At G-Plans and FuturHealth, their Customer Service Team is dedicated to delivering an unparalleled experience to their valued customers. Their mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions.

They strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise.

Their goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call while working with our provider network to solve all customer requests/issues.

Job Summary:

We are seeking a sophisticated Customer Success Lead who is committed to delivering exceptional service and making a meaningful impact.

Responsibilities:

. Supervise a team of Customer Success Specialists, offering direct mentorship and support. Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based evaluations.
. Developing and implementing KPI (Key Performance Indicators) targets aligned with the team's tasks and workload and ensure that these targets are met.
. Effective time-management and multi-tasking skills. Has strong analytical and problem-solving skills.
. Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
. Proactively monitor the team by ensuring they adhere to the process and taking appropriate actions to address performance related issues.
. Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge-base).
. Exhibit strong written and verbal communication skills, particularly in phone interactions where multitasking and prompt problem-solving are essential. Provide exemplary customer service, resolving escalations efficiently and ensuring these are completed to satisfaction.
. Ability to thrive in a fast-paced environment.
. Back filler in case of shortage in manpower.

Work Hours: Shifting Monday to Sunday anytime from 8 AM to 8 PM Eastern Time.

Management and Administrative Tasks:

. Coordinate with HR and Finance departments with concerns such as team members concerns that are
directly impacting the employee, HR and Finance
. Resolve any exceptional cases that may arise within the team
. Motivate and lead the team in attaining target scores for quality, productivity and overall Key
Performance Indicators.
. Creates and implements process improvements.
. Responsible in tracking the team attendance and leave consumption.
. Preparation and generation of Weekly Productivity Reports
. Provide immediate coaching to Associates (first level) for de-escalation
. Facilitate Team Activities and Internal Program initiatives
. Ensure delivery and sign-off of memos and policy guidelines to the team
. Immediate in-charge of escalation whenever there are IT or any Technical issues
. Assist in Training and on-boarding of new hires (mock calls, call shadowing, scripting and reporting).
. Other administrative tasks analogous to the above.
. Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manage

Requirements

. Proven track record as an SME (Subject Matter Expert), Team Leader, or Team Coach
. Proven experience in customer service, account management, or client success roles.
. Excellent communication skills, both verbal and written, with the ability to effectively engage
with clients at all levels of an organization.
. Minimum of 2 years of experience within a contact center environment as an SME
. Professional experience within the contact center/BPO industry
. Strong coaching and people-development skills through call listening and audits, quality
feedback, etc.
. Strong organizational and time management abilities, with a keen attention to detail and the
ability to manage multiple priorities simultaneously.
. Ability to work independently and collaboratively within a team environment, demonstrating
initiative, adaptability, and a customer-centric mindset.
. Ability to deal with demanding customers and escalations
. Energetic, motivating individual, and creative thinker

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program