Customer Service Team Leader (Call Center - App Food Dilivery)

1. General responsibilities:

To lead an in-bound team (CS agent) to deliver supports related to transportation products by transcosmos’ Client Managed Service. The role requires candidates to be able to fulfill and commit to below Responsibilities tied with Requirements.

2. Specific responsibilities:

• Supervising a dynamic team to support transcosmos’ Client managed services to team members (CS agent) through rostering, monitoring, briefing, coaching, and others.

• Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner.

• Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.

• Flagging to Project Supervisor for any abnormalities in operation

• Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency.

• Voluntarily taking inbound calls or digital contacts to support operation

• Voluntarily making outbound calls to handle escalation cases

• Taking part in improving quality of all units in CRM & CX within agreed development period

• Making sure all team members are actively involved and work closely to achieve team and individual KPIs.

• Being responsible for updates product/program into system for customer service (function Employee Support).

• Provide Activity Report as Team performance report daily, weekly and monthly bases.

• Attending Weekly Meeting with Clients to share insights and highlights of operation.

• Attending to ad-hoc tasks as assigned by Superiors or Client.

At least 1 year-experience in leading an in-bound team in Call Center environment

Performance review twice a year , 13th Salary.

An Quarterly party/ End Year Party.

Annual company trip and team building

A fully employee- care benefit system.