Tech Savy Team Leader with SEO Experience
Bajet $8-15 USD / jam
Position: CSR Lead
Division: CSR
Reports to: Operations Manager
Site: Remote
Key Responsibilities:
Provide timely and constructive solutions and advice to customers and makes them feel they are fully understood.
Exhibit flexibility and creativity in solving problems presented by customers, while remaining within the SOP guidelines.
Share resources and information readily and makes sure customers feel that you are on their side.
Address inquiries as quickly as possible and give explanations in case of delays.
Put extra effort in following up with customers to ensure they are fully satisfied.
Prioritize workload effectively based on the needs of customers.
Probe for information when necessary.
Handle escalations for technical issues and billing negotiations
Log all bugs and feature requests in the tracking system.
Performs additional tasks, such as monitoring recordings of users’ interactions with the site.
Update the help center and internal documentation with new articles.
Improve current KPIs and identify solutions for common customer problems
Required Qualifications:
Organizational Skills
Basic knowledge of SEO.
Experience in working in the customer service industry as a Team Leader or Manager
Past experience in working with Project management platforms, Zendesk, Slack, and Intercom
Critical thinker, able to exercise sound judgment.
Ability to generate reports, identify team opportunities and create plans for improvement
Past experience in managing and coaching CSRs, creating an acceptable glide path
Generate reports, charts, and analysis for KPIs at the executive level
Target KPIs:
Mean First Response Time
CSR Conversation Ratings
Number of escalations per month
Product Bug Reports
Weekly CSR Performance Review
Additional Requirements:
Please create a copy of this DISC personality test and share a new link: [login to view URL]
Please explain how will you handle customer escalations end to end.
12 pekerja bebas membida secara purata $97/jam untuk pekerjaan ini
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I LIKE DEALING WITH THE PUBLIC, KNOWING TO GIVE A TIMELY RESPONSE THAT ALLOWS THE PERSON TO MAKE THE BEST DECISION, TO GIVE FRESH AIR AND ANOTHER PERSPECTIVE OF THE SITUATIONS THAT ARISE
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