Key ResponsibilitiesSupervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligationsUses call center software to monitor function of phone, email, text, and chat capabilityEmpower and coach His/Her team through knowledge, confidence, trust, and motivation so they are always ready to support customers in the best way possibleBuild a committed team with a strong culture based on customer focus, high performance, and pride in their workBe active in the recruitment process of new co-workersLiaise with staff to respond to client queries.Foster healthy relationships with key clients.Compiling internal and external customers’ complaints and compliments/ doctors’ and customers survey reports for the organizations’ corrective action and for audit purposes.May be required to supervise and train admin interns, new employees/students and provide them with guidance and administrative support.Gather and proactively share Best Practices to help improve performance of each of their team members and overall call center call qualityIdentify and escalate priority issues to the relevant cross-departments Ability and/or Skills Excellent written and verbal communication skillsActive listeningClient-focusAdded advantage if experienced with CRM software and KPI’sPrioritization and on-time execution of tasksTroubleshooting and Keyboarding skillsProblem-solving and solution orientationStrong interpersonal skills (people, social, emotional intelligence)Proactivity-thinking outside the boxTeam player who can self-motivatePerforms well under pressure; thrives in fast-paced environmentGrowth mindset
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