Offer summary

Qualifications:

Minimum 3-5 years in customer support, with 1-2 years in a leadership role., Strong verbal and written communication skills for handling difficult conversations., Proven ability to manage and motivate a team while being hands-on in customer service., Technical proficiency with customer support software, CRM systems, and helpdesk tools..

Key responsabilities:

Lead, mentor, and support the customer support team to ensure excellent service delivery.

Monitor team performance and provide feedback, coaching, and training as needed.

Handle escalations and assist team members in resolving complex customer inquiries.

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Minimum 3-5 years in customer support, with at least 1-2 years in a leadership role. Proven ability to manage and motivate a team while maintaining hands-on involvement in customer service. Strong verbal and written communication skills, with the ability to handle difficult conversations professionally. Problem-Solving: Ability to assess situations quickly, think critically, and implement effective solutions. Technical Proficiency: Experience with customer support software, CRM systems, and helpdesk tools.

Core responsibilities:

Lead, mentor, and support the customer support team to ensure excellent service delivery. Monitor team performance and provide feedback, coaching, and training as needed. Develop and implement customer service processes to improve efficiency and customer satisfaction. Handle escalations and assist team members in resolving complex customer inquiries. Conduct regular team meetings and performance evaluations. Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Troubleshoot customer issues and provide effective solutions. Maintain accurate records of customer interactions and resolutions. Work closely with other departments to address customer concerns and improve overall experience. Identify trends in customer issues and suggest improvements to products, services, or processes

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!

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