Phúc lợi
Khác
•
Competitive salary package for your level of expertise
.
• Having the opportunity to work in a global company with professional, creative and dynamic environment.
Mô tả công việc
Develop and lead the
customer service team (over 10 CSR) to deliver world-class customer service;
Build and deliver SLA's on our support for our customers;
Maintain our suite of customer care tools;
Effectively rotate the customer service team shifts;
Communicate customer insights, helping to develop and improve communication;
Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone;
Ensure that all team members comply fully with the security policies and requirements, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified objectives are continuously reviewed and linked to business KPI's;
Direct involvement in the recruitment, selection, induction training and ongoing skills development for all Advisors in the team, ensuring we attract and retain the very best talent;
Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring the return to work and exit interviews are completed.
Continually review and monitor the work performance of all agents against agreed KPI's, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
Undertake formal quarterly performance reviews and 1:1 monthly meeting with each agent, ensuring the quality of service and suggest ways to improve performance
Ensure agents are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Provide clear direction and guidance to ensure consistent achievement of key performance metric
Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
Maintain an environment which supports the spirit of teamwork, where agents are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
