Customer Service Shift Team leader

Background

BURN is looking for an exceptional and efficient Customer Service Shift Team lead to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and client relationship management. You will be providing direct supervision to customer service representatives at a shift.

Workdays: Saturday - Thursday

Rest days: Friday

Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties and Responsibilities:

Team Leadership:

Provide on-the-floor support to customer service representatives.
Generate daily teams’ reports and work schedules.
Assign daily tasks and activities as directed by the aftersales manager.
Lead the customer care team in special projects and audits.
Organizing shift schedules for team members
Monitors operations to ensure adherence to service level standards and department policies and procedures.
Assist in monitoring the daily inbound/outbound call queues to ensure an optimal workflow and service experience.
Any other admin and supervisory duties as assigned by the line manager.

Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:

Ensure customers are helped to register products.
Ensure warranty returns and repairs are addressed in line with aftersales SOP.
Ensure customer queries are directed to the right channel and managed.
Lead customer care team in delivering world-class product support and addressing any confusion with use.

Maintain Customer Database & SMS platform.

Conduct random data checks on EM /CRM and organization/cleaning.
Conduct basic analysis of customer care statistics and create simple reports.
Translate or update messaging and responses on Echo Mobile
Assist in setting up and modifying automated messaging of the SMS platform.

Support & System Improvements

Support other departments regarding customer info and service.
Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
Help set up new functionality in the SMS platform.

BURN Ambassador

Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience:

Excellent verbal communication and interpersonal skills
Highly organized, punctual, and professional
Proactive attitude and takes the initiative to problem solve.
Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
Working knowledge & experience in using Ms. Excel for data analysis and reporting.
At least 2 years of direct experience in Team leadership or supervision in a busy Call center.
Knowledge of BURN products

Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).