BPO

Overview:

Key Responsibilities:

• Manage customer queries and concerns through various communication channels.
• Understand and adhere to clientspecific guidelines and service level agreements.
• Identify process improvements to enhance operational efficiency.
• Supervise and train team members on customer service protocols and best practices.
• Resolve escalated issues promptly and effectively.
• Utilize CRM systems and tools to maintain accurate records and track customer interactions.
• Compile and analyze customer feedback and performance metrics to drive continuous improvement.
• Collaborate with internal stakeholders to address customer needs and expectations.
• Stay updated on industry trends and best practices in customer service and BPO operations.
• Support the development and implementation of new process workflows and procedures.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Ensure compliance with data protection and privacy regulations.
• Participate in client meetings to discuss performance challenges and opportunities for improvement.
• Handle various administrative tasks related to customer service operations.
• Manage workload distribution and prioritize tasks effectively.

Required Qualifications:

• Bachelors degree in Business Administration Communication or related field.
• Proven experience in a BPO or customer service management role.
• Demonstrated understanding of customer relationship management and support systems.
• Excellent communication and interpersonal skills.
• Strong problemsolving abilities and decisionmaking skills.
• Ability to multitask and manage competing priorities.
• Experience in team management and leadership.
• Proficiency in using CRM software ticketing systems and other customer service tools.
• Sound knowledge of industry regulations and compliance standards.
• Analytical mindset with the ability to interpret data and drive insights.
• Customercentric approach with a focus on delivering exceptional service.
• Adaptability and resilience in a fastpaced dynamic environment.
• High level of professionalism and ethical conduct.
• Technical knowledge of BPO processes and workflows.
• Certification in customer service management is a plus.

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