Customer Support Team Leader – Maternity Leave Cover Job at Fido

JOB DETAILS:
What you will do
• Manage large numbers of inbound and outbound calls in a timely manner.
• Respond appropriately to customers’ emails and calls.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, investigate and provide relevant solutions.
• Seize opportunities to upsell the company’s product when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide customers through troubleshooting and using products or services.
• Manage and train other members of your team to improve customer service.
• Diligently perform other official tasks assigned to you.

Who you are
• Bachelor’s degree.
• At least 2 years of experience in a CSR position, ideally from fintech, financial services or telecom sectors.
• Experience as a team leader will be an advantage.
• Proficient in Microsoft Office applications.
• Experience working with help-desk management tools (Zendesk, Freshdesk, etc.) – an advantage.
• Strong written and verbal communication and strong active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Ability to work in a fast-paced environment.
• Unquestionable integrity in handling sensitive and confidential information.
• Comfortable working during the weekend.

How to Apply

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