Customer Engagement Supervisor
Prudential · Metro Manila
Full-timeonsitemidCustomerCustomer Service
รายละเอียดงาน / Description
Based in the Philippines, this role involves supervising a customer engagement team, ensuring high-quality service delivery across multiple contact channels. The supervisor will manage team performance, handle complex customer issues, and drive process improvements. This position requires strong leadership and analytical skills to enhance customer satisfaction and retention.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage team performance and daily operations, including workforce and inquiries.
- Handle complex customer cases, escalations, and supervisor calls.
- Analyze customer data to recommend solutions and identify service gaps.
- Drive closure of open tickets and ensure timely customer updates.
- Facilitate coaching sessions and implement disciplinary actions when needed.
- Support multi-channel customer interactions, including calls, emails, and social media.
คุณสมบัติ / Qualifications
- Proven experience in people management within a contact center.
- Expertise in handling customer communications across various channels.
- Ability to analyze customer data and provide insights.
- Skilled in resolving incidents and escalating issues appropriately.
- Capable of driving process improvement initiatives.
- Experience with Jira or similar project management tools is a plus.
ทักษะที่ต้องการ / Required skills
- Customer Service
- Team Leadership
- Data Analysis
- Conflict Resolution
- Communication Skills
- Process Improvement
- Customer Engagement
- Performance Management
- Problem Solving
- Coaching
ทักษะเพิ่มเติม / Nice to have
- Jira
- Social Media Management
- CSAT Analysis
- Scrum
- Product Ownership