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CRM Team Leader
CRM Team Leader
(includes but not limited to):
Answer incoming traffic and respond to customer’s inquiry via all available channels such as Calls, Email, Social Media, etc when needed.
Lead the Agents to deliver best solution.
Monitor the traffic and take necessary actions to achieve the Service Level.
Coach the Agents to improve the performance both inbound and outbound.
Conduct training and briefing to the Agents.
Prepare daily report to Supervisor.
Work together with QA team to improve Contact Center quality.
Work together with Supervisor to create scripts.
Motivate the agents to achieve both inbound and outbound target.
Resolve customer complaints based on SOP and guidance.
Help the Agents to Identify and escalate issues to supervisors and other department.
Work closely with other Department to solve Customer issues as per SLA and SOP.
Identify, and resolve customer complaints using applicable software
Age maximum 27
Have minimum 1 year experience as Call Center Team Leader or Social Media Specialist
Familiar with how Social Media works
Have at least basic English skills (speaking and writing)
Familiar with Microsoft Office
Willing to work extra hours when needed
Have pleasant attitude
Willing to work in Shifts
Committed with working schedule
Have the abilities to lead team
Have the abilities to motivate Agents
Understand on Contact Center terminologies
Familiar with Contact Center applications
Ready to become role model
Able to conduct Briefing and Training
Have the abilities to write/create scripts