Job Description
Title: Team Leader (Non-Voice)
Company Name: Rise Up Labs
Vacancy: 1
Age: at least 18 years
Location: Dhaka (Uttara)
Salary: Negotiable
Experience:
∎ 2 to 5 years
∎ The applicants should have experience in the following business area(s):Software Company, IT Enabled Service
Published: 16 Jan 2025
Education:
∎ Higher Secondary
Requirements:
Additional Requirements:
∎ Age at least 18 years
∎ Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or team leader position.
∎ Strong leadership and team management skills.
∎ Excellent written and verbal communication skills.
∎ Proficient in using CRM software and other customer service tools.
∎ Ability to analyze data and make informed decisions.
∎ Strong problem-solving and conflict-resolution skills.
∎ High level of attention to detail and organizational skills.
∎ Ability to work under pressure and meet deadlines.
∎ Familiarity with WeChat, social media platforms, web chat tools, and email communication.
∎ Experience in handling high-volume customer interactions.
∎ Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or team leader position.
∎ Strong leadership and team management skills.
∎ Excellent written and verbal communication skills.
∎ Proficient in using CRM software and other customer service tools.
∎ Ability to analyze data and make informed decisions.
∎ Strong problem-solving and conflict-resolution skills.
∎ High level of attention to detail and organizational skills.
∎ Ability to work under pressure and meet deadlines.
∎ Familiarity with WeChat, social media platforms, web chat tools, and email communication.
∎ Experience in handling high-volume customer interactions.
Responsibilities & Context:
∎ Supervise and lead a team of non-voice agents.
∎ Monitor team performance and provide regular feedback.
∎ Conduct regular team meetings and training sessions.
∎ Address any issues or conflicts within the team.
∎ Track and analyze key performance indicators (KPIs) for the team.
∎ Ensure all agents meet or exceed performance targets.
∎ Implement improvement plans for underperforming agents.
∎ Oversee customer interactions across all non-voice channels, including WeChat, social media chat, web chat, and email.
∎ Ensure responses are timely, accurate, and professional.
∎ Handle escalated customer issues and complaints.
∎ Provide feedback and coaching to agents to improve quality.
∎ Maintain a high standard of customer service.
∎ Prepare and present regular performance reports to the management.
∎ Maintain accurate records of team performance and activities.
∎ Provide insights and recommendations based on data analysis.
∎ Job Context:
∎ Riseup Labs is looking for a Non-Voice Team Leader to manage a team handling WeChat, social media, web, and email inquiries. Ensure timely, accurate responses, monitor performance, and provide training to enhance customer satisfaction. Strong leadership and digital customer service experience are essential for success in this role.
∎ Responsibilities:
Skills & Expertise:
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Uttara)
Company Information:
∎ Rise Up Labs
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Address::
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 15 Feb 2025
Category: Customer Support/Call Centre
