Customer Support Team Lead - Remote

Overview

As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You'll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.

In Short

• Supervise and guide a team of customer support specialists.
• Handle escalated customer inquiries with professionalism.
• Diagnose and resolve technical issues related to BPO processes.
• Identify opportunities for process improvement.
• Maintain accurate records of customer interactions.
• Monitor customer interactions to uphold service quality standards.
• Respond to changing business needs promptly.
• Provide hands-on assistance during peak times.
• Collaborate with clients via various communication channels.
• Ensure timely resolution and high customer satisfaction.

Requirements

• Professional English Fluency.
• Minimum 3 Years of Customer Support Experience, preferably in a BPO environment.
• Strong Organizational and Multitasking Skills.
• Excellent Communication and Interpersonal Abilities.
• Discretion with Confidential Information.
• Bachelor's Degree (Nice to Have).

Benefits

• Opportunity to lead a dynamic team.
• Work in a remote environment.
• Contribute to process improvements.
• Engage with clients and enhance customer satisfaction.
• Participate in quality assurance initiatives.