Customer Happiness Email & Chat Support Specialist

Makati, National Capital Region, Philippines

Responsibilities

• Team Leadership & Supervision: Lead and motivate a team of credit customer service representatives, ensuring they deliver high-quality service across all communication channels.
• Performance Management: Set clear performance goals, track individual and team progress, and provide regular feedback and coaching to ensure that service standards are met and exceeded.
• Customer Experience Management: Oversee the resolution of customer issues and inquiries across multiple touchpoints (phone, email, chat, etc.), ensuring timely, accurate, and professional responses.
• Quality Assurance: Monitor and evaluate team interactions with customers to ensure compliance with company policies, quality standards, and customer satisfaction objectives.
• Reporting & Analytics: Track and report on key performance indicators ...