Position: CSR Lead
Reports to: Operations Manager
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
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
Mean First Response Time
CSR Conversation Ratings
Number of escalations per month
Product Bug Reports
Weekly CSR Performance Review
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 freelancer chào giá trung bình $97/giờ cho công việc này
Hello, I am smriti. I am interested for this job. I will provide you best results with required time. I would be greatful if you hire me for this job. I am eagerly waiting for your positive response.
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