Deskripsi Pekerjaan
Join Teleperformance as a Customer Support Supervisor and lead a dynamic team delivering exceptional service across advertising platforms. This pivotal role involves overseeing Customer Experience Specialists who manage chat, email, and ticket-based support for diverse clients. You'll drive operational excellence, ensure consistent service quality, and implement strategies to enhance customer satisfaction. Collaborate with cross-functional teams to resolve complex issues, optimize workflows, and elevate the customer journey. If you're passionate about leadership and thrive in a fast-paced digital environment, this is your opportunity to make a significant impact in the advertising technology sector.
Tanggung Jawab
- Lead, mentor, and develop a team of Customer Experience Specialists
- Monitor daily operations across chat, email, and ticket-based support channels
- Ensure adherence to service level agreements (SLAs) and quality standards
- Analyze performance metrics to identify improvement opportunities
- Handle escalated customer issues and provide timely resolutions
- Collaborate with product and technical teams to enhance support processes
- Conduct regular coaching sessions and performance reviews
- Implement training programs to enhance team capabilities
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field
- 3+ years of customer support experience with 1+ years in a supervisory role
- Proven leadership skills with team management experience
- Strong knowledge of advertising platforms (e.g., Google Ads, Facebook Ads)
- Excellent communication and problem-solving abilities
- Proficiency with CRM systems and support tools
- Ability to work in a fast-paced, deadline-driven environment
- Experience with performance metrics and reporting