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Keywords / Skills : Customer service, management, sales

3 - 13 years
Posted: 2018-11-09

Nationality
Philippines
Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive
Posted On
9th Nov 2018
Job Description
Primary Duties and Responsibilities:


• Manages assigned agents to meet performance, quality, end-user satisfaction and productivity goals by providing guidance,             support,     and education according to company processes

• Coaches and counsel agents on their performance and offers sound recommendation to improve results and standard KPI’s

• Conducts regular performance management to improve challenged members of the team

• Consistently analyzes agent performance and develops action plans to bridge gaps

• Functions as an entity for contact escalations

• Ensures adherence to company and client set policies, procedures, standards, and guidelines

• Executes disciplinary action as necessary



Knowledge and Skills Required: 

• Functional knowledge of contact center KPI’s measuring customer satisfaction, staff productivity and efficiency, sales

• Possesses high levels interpersonal skills, having the ability to work with people from diverse backgrounds

• Exceptional spoken and written communication skills with internal and external audiences;

• Highly competitive but must be a team player;

• Strong Analytical Skills; very detail oriented;

• Excellent problem solving and decision making skills;

• Highly creative, must be able to think outside the box;

• Demonstrated sense of urgency and ability to work in a fast-paced, deadline oriented environment;

• The ability to manage multiple priorities simultaneously;

• MS Office skills including Microsoft Excel, Outlook and Word;



About Company

At Digital Room, we believe that fast, affordable, high quality printing should fit your needs – not ours.
Instead of forcing everyone into a "one size fits all" experience like most printing companies, we purposefully designed a variety of online printing experiences to ensure you get what you need, when you need it, without getting lost in the shuffle.​
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