job description
Join SVC PH Inc. as a Customer Service and Retention Team Leader and take the lead in driving exceptional customer experiences while fostering a high-performing team. Based in the vibrant locations of Bali, this role offers a competitive salary package of ₱35,000 per month and the opportunity to make a real impact in a dynamic call center environment.
In this role, you will be responsible for coaching and supporting agents, conducting performance reviews, and ensuring the smooth operation of our customer service and retention initiatives. Your leadership will be key in maintaining high customer satisfaction and employee engagement.
If you are a motivated leader with a passion for customer service and team development, we invite you to apply and grow your career with us.
Responsibility
- Provide ongoing support, coaching, and mentorship to customer service agents to enhance their performance and career growth.
- Conduct regular performance reviews and provide constructive feedback to ensure team members meet and exceed their targets.
- Manage and analyze scorecards to identify areas for improvement and implement strategies to boost team performance.
- Address and resolve employee concerns in a timely and professional manner to maintain a positive work environment.
- Oversee daily call center operations, ensuring adherence to company policies, procedures, and service level agreements.
- Develop and implement retention strategies to reduce customer churn and improve overall customer satisfaction.
- Collaborate with other departments to streamline processes and enhance the customer experience.
- Monitor and report on key performance indicators (KPIs) to senior management, providing insights and recommendations for improvement.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience in a leadership role within a call center or customer service environment.
- Strong coaching and mentoring skills with a track record of developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders.
- Proficiency in using call center software and tools to monitor performance and generate reports.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Familiarity with customer retention strategies and best practices.