Customer Service Shift Team leader at BURN

Duties and Responsibilities:

• 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.
• Led 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 inbound/outbound call queues daily 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 addressed.
• 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.