Customer Service Team Lead

Quezon City, National Capital Region

Posted 8 days ago

Company:: Cathay Land Inc
Company Description:: The official real estate development arm of The Cathay Group of Companies. Every Cathay Land address we have built reflect the aspirations of the Filipino people. We keep priming well thought out locations to bring new bespoke sanctuaries, befitting those who make bold pursuits.
Contract Type:: Full Time
Experience Required:: 3 to 4 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 1

Job Description

Provide efficient customer services through voice, email and other electronic medium in resolving inquiries, requests and complaints both from internal and external clients

Ensure a high performing and well-motivated team of assigned Customer Service Assistants is meeting, if not, exceeding established performance metrics to meet the objectives as aligned with the Service Level Agreements

Coaching and evaluation of Customer Service Assistants

Monitors the day to day activities of Customer Service Assistants

Handle escalated complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.

Timely and accurate processing of client’s requests

Provide proactive feedback and options to resolve client concerns.

Liaise with other support groups in relation to case resolution.

Share ideas and initiatives in improving performance.

Prepare regular reports.

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