Scope of responsibilities

• Performs quality audit on queries handled by team members and provides actionable feedback for improvement
• Analyses feedback received from the customer
• Reviews team members overall performance in the customer service area and provides constructive feedback during regular 1:1’s and on an adhoc basis:
• Acts as first point of contact in the customer service area:
  • provides queries handling assistance to team members:
  • distributes queries among team members
• Prepares and executes trainings from the customer service area
• Understands customer service metrics analysis and provides insights on the overall and individual performance:
  • understands the trends behind the changes in the metrics
  • gives recommendations and initiate actions for improvement 
• Collaborates with Payroll Team Leaders:
  • shares feedback and recommendations in the customer service area
  • makes sure customer service objectives are executed
• Collaborates with the client:
  • communicates status of the metrics
  • participates in the projects in the customer service area
• Performs regular customer service related activities:
  • updates metrics - daily
  • creates newsletter on the customer service results - monthly
  • maintains and oversees any relevant documentation including procedures (DTPs)
• If required acts as backup for team leader and/or additional functions as assigned by team leader
• Ensures the achievement of customer service targets as defined by supervisor, manager and contractual SLAs
• Actively supports any continuous improvement activities or other process and/or tools improvements
• Performs required administrative tasks including but not limited to assisting in audits, submits data on work time and attendance, following internal procedures

Skills and Abilities:

• Minimum 3 years experience in customer service in international environment
• Fluent command of English with exceptional written communication skills
• Ability to influence and encourage team members to apply best practices
• Experience in providing constructive feedback
• Passionate about rescuing relationships with customers with ability to adapt/respond to different types of characters and issues
• Experience in working in an environment with strong focus on quality
• Familiarity with ticketing systems and their best practices
• Experience with data analysis & reporting
• Strong presentation skills, including experience in training others
• Ability to recognize when a task should be escalated / completed with urgency
• Attitude to view problems as issues to be solved rather than obstacles
• Intermediate MS Excel/Google Sheets skills
• Team player and willing to progress in a rapidly changing environment
• Professional and patient attitude
• Strong sense of ownership of assigned tasks & ability to work with minimal supervision
• Ability to multi-task, prioritise, and manage time effectively
• Quick learner with a desire for continuous improvement
• Passionate about what you do