Customer Service Specialist responding to client inquiries and ensuring service quality at Allianz Ayudhya's Bangkok location. Coaching staff and improving customer service delivery in a call center setting.
About the role
- Customer Experience Coordinator overseeing and guiding a team of call center agents at Southern Home Services. Ensuring high-quality service delivery and implementing best practices for customer satisfaction.
Responsibilities
- Lead, motivate, and supervise a team of call center agents, ensuring high standards of customer service, productivity, and adherence to company policies.
- Monitor and evaluate agent performance, providing regular feedback, coaching, and support to enhance skills and achieve key performance indicators (KPIs).
- Review and assess call interactions to ensure agents maintain professionalism, deliver high-quality customer service, and comply with company standards.
- Develop and manage agent schedules to ensure adequate coverage during peak hours and adherence to break schedules.
- Identify training needs, assist in creating and implementing training programs, and support the onboarding process for new hires.
- Establish and maintain quality assurance procedures to deliver consistent, exceptional customer service, and implement corrective actions as needed.
- Collect and analyze data on call volume, response times, and customer satisfaction to derive insights and improve operational efficiency.
- Address and resolve customer and employee issues, escalating complex cases to higher management when necessary.
- Maintain accurate records and reports on call center activities, performance metrics, and agent evaluations.
- Ensure adherence to industry regulations, company policies, and standards.
- Additional duties as assigned.
Requirements
- High school diploma or equivalent required
- 3-5 years of customer service experience, including 1-2 years in a supervisory or team lead role within a call center environment
- Proven leadership skills with experience in coordinating and motivating teams to achieve performance goals
- Strong written and verbal communication skills for effective engagement with team members and clients
- Expertise in performance management, including monitoring, evaluating, and providing feedback to enhance team productivity
- Proficiency with call center software and CRM systems
- Strong problem-solving and conflict resolution skills for managing customer and employee issues
- Ability to analyze data and apply insights to improve operational efficiency
- Excellent organizational and time management skills, capable of prioritizing tasks and meeting deadlines
- Superior presentation skills for delivering clear and impactful status updates using PowerPoint
- Flexible and adaptable, with the ability to work varying shifts and thrive in a dynamic environment
- Committed to maintaining high standards of customer service and ensuring adherence to company policies and industry regulations.
- Trades experience preferred, with knowledge of Service Titan as a Plus!
Benefits
- Reliable, Year-Round Work
- Weekly Paychecks
- Paid Time Off and Paid Holidays
- Comprehensive Medical, Dental and Vision Benefits
- Company Matched 401k
- Employee Discounts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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