About the Role
Key Responsibilities:
Lead, coach, and motivate the customer support team to achieve performance targets and service level agreements (SLAs).
Monitor daily operations, ensuring team members handle customer inquiries efficiently through email, live chat, and phone.
Provide guidance on complex customer issues and act as an escalation point for challenging cases.
Develop and implement strategies to improve overall team performance and customer satisfaction.
Conduct regular team meetings and one-on-one sessions to review performance, provide feedback, and identify areas for development.
Collaborate with other departments to ensure seamless customer service and problem resolution.
Analyze customer support metrics and prepare detailed reports on team performance, customer trends, and areas for improvement.
Ensure the team adheres to company policies, procedures, and best practices in customer service.
Participate in the recruitment and training of new customer support team members.
Requirements
Qualifications
Bachelor’s degree in Business, Communication, or a related field (preferred).
3+ years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
Strong understanding of customer service principles and practices.
Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
Proficient in customer service software and tools, as well as Microsoft Office Suite.
Ability to analyze performance data and implement improvements.
Strong problem-solving skills and the ability to handle challenging customer interactions with professionalism.
About the Company
At EYZ Global, we are a dynamic and innovative Business Process Outsourcing (BPO) company, rapidly emerging as a leader in the industry. We work with a diverse range of high-level multinational corporations (MNCs) and small to medium-sized enterprises (SMEs) from all around the world. Our mission is to empower businesses by providing top-tier, customized solutions that enhance productivity and efficiency. With a focus on trust and excellence, we are dedicated to helping our clients grow and succeed in today’s competitive global market.