日本と海外をつなぐクラウドソーシング

Acquire Asia Pacific

Team Leader | Customer Service and Support | Subject Matter Expert

2015/02～ 2019/07

TEAM LEADER:
• Monitoring of team member’s work - side by side and remote
• Coaching and feedback, managing adherence, knowledge retention
• Take ownership of personal development of team members
• Identify and address process gaps, skill gaps and business risks through the evaluation and continuous improvement of procedures and process within the team
• Performance reporting, monitor and manage team performance goals and objectives
• Responsible for managing the reporting and analysis function of the team to ensure efficiency and effective operation of the team’s tasks
• Basic cross-sell/up-sell to cancelling customers
• Save cancelling customers, assist with technical, billing, relocation and lowering down monthly fees

CUSTOMER SERVICE:
• Manage customer’s account
• Respond promptly to customer inquiries specific to account details
• Process payment, refunds and orders
• Handle and resolve customer complaints
• Take manager calls/escalations calls
• Highest point of escalation involving legal
• Assess business loss compensation for non-usage of service

SME:
• Honing skills of new hires, aligning everyone with the team goal and company values while making sure give out the best customer service experience to every customer
• Ensure the best and most effective transition of new hire, which ultimately means improved performance