Deskripsi Pekerjaan
Are you an experienced leader with a passion for driving service excellence? 360Training.com Inc is seeking a dynamic Customer Support Supervisor to join our team in Taguig City. In this pivotal role, you will be the backbone of our graveyard shift operations, ensuring that our global customers receive world-class support around the clock.
As a Supervisor, you won't just be managing metrics; you will be a mentor, a coach, and a strategist. You will be responsible for leading a dedicated team of support professionals, driving performance, and contributing to the departmental growth. We are looking for someone who thrives in a fast-paced environment and is committed to nurturing a culture of empathy, efficiency, and continuous improvement.
If you are a problem-solver who excels at motivating teams while maintaining high operational standards, we invite you to join our growing organization and take the next step in your management career.
Tanggung Jawab
- Lead, mentor, and supervise a team of Customer Support Representatives during the graveyard shift.
- Monitor team performance, provide actionable feedback, and conduct regular coaching sessions to meet KPIs.
- Handle escalated customer concerns with professionalism, ensuring timely and effective resolutions.
- Analyze support data and trends to provide insights for departmental improvement and process optimization.
- Ensure compliance with company policies, service level agreements (SLAs), and quality standards.
- Coordinate with cross-functional departments to address systemic issues and improve the overall customer experience.
- Foster a collaborative and high-energy team environment that encourages professional growth and employee retention.
Kualifikasi
- At least 3-5 years of experience in customer support, with at least 1-2 years in a supervisory or team lead capacity.
- Proven ability to manage and motivate teams, specifically within a BPO or SaaS customer support environment.
- Excellent communication skills, both written and verbal, with a customer-centric mindset.
- Strong analytical and problem-solving skills, with a track record of improving operational processes.
- Flexible and comfortable working the graveyard shift in an on-site office setting in Taguig.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and MS Office suite.
- Strong leadership qualities with the ability to remain calm and decisive under pressure.