Summary :
This role shall be responsible for handling customer inquiries to the Customer Support Centre including contacts requiring product features & functionality information. The role should have a technical knowledge and interpersonal skills to assist, diagnose and resolve issues and questions. Deliver consistently high levels of customer services.
The virtual team lead objective is to execute relevant actions to ensure the team meet/maintain or exceed assigned target. In addition to this, the virtual team lead is required to execute actions to achieve customer/client/employee satisfaction.
Responsibility :
- Answer customer support calls, document relevant case information
- Ensure excellent customer satisfaction
- Ability to assist users with Pre-Sales, Order Processing, General Inquiries and technical issues via phone/email/chat (as assigned)
- Respond appropriately to customer escalations and escalate issues and customers to higher tiers of support as defined and documented
- Collaborate with other technicians to resolve or properly close help tickets
- Manage an individual ticket queue
- Responsible to follow the direction of management and provide feedback
- Openness to work flexible hours as required (may include evenings, weekends and/or holidays)
Team Management:
- Act as Team Lead, support management to oversee and manage day-to-day operation
- Delegate tasks, communicate deadlines and set reminder to team members
- Provide guidance and updates to the team based on management direction
- Take a leadership role for the support team members in setting a positive, nurturing climate of care and success for staff relations and operations
Perks & Benefits
- Employee equity
- Nearby public transport
- Central location
- Flexible working hours
- Casual dress code
- Free snacks / Happy hours
- Regular team activities
- Medical insurance
- Work visa sponsorship
- Personal leave
- Open culture
- Personal development opportunities
