CRM Team Leader

Job Description

Job Description (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

Requirements:

• Minimum D3
• 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