Unit Team Leader

NW Unit Team Leader

Purpose of Job: Responsible for the development and performance of all customer service activities in the market. Staff and direct Customer service team and provides leadership towards the achievement of maximum profitability and growth in line with NLF company vision and values. Establishes plans and strategies to achieve client satisfaction with high quality of service.

A DAY IN THE LIFE

• Handling complaints that are too complex to be handled by junior staff.
• Answering agent questions regarding best practices or difficult calls.
• Ensure complete and accurate completion of orders. Exceptions (incomplete orders) are followed-up in a timely manner and collaboration with customers are on-going to reduce errors.
• Support team in Complaints Handling.
• Follow-up on customer inquiries which are not immediately resolved.
• Daily Reports to Supervisor.
• Enhancing Capturing the data on system.
• Monitoring of voice mailbox, logging received messages & following-up with customers.
• Complete customer surveys when applicable.
• Handling Incoming Calls and respond to customer requests.
• Corporate with Distribution Team to serve customer with Quality.
• Recognize & alert Customer Service Supervisor of trends in customer calls.
• Maintains call center database by entering information.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

WHAT MAKES YOU SUCCESSFUL:

• Bachelor degree.
• 2-3 years of relevant experience.
• Proficiency in English
• Computer & system Oriented
• Customer & Consumer Oriented
• High Communication & Leadership Skills
• Problem Solving & Conflict Resolution