Deputy Manager
Job Band Level: B3
Cebu City
Responsible for managing team of TLs
Responsible for maintaining various matrices defined by the client
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating team through effective management, career development & implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support. One on One Relationship Management
Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
Mentor and assist new hires
Should have patience and not be overawed by difficult situations
Handle customer complaints and provide resolution for escalated calls
Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
Graduate of Any Course
With 4-6 years relevant work experience
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good interpersonal and people management skills with good problem solving approach
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal and external customers
Ability to exercise managerial judgment and perform as a mentor
Demonstrated customer service skills
Leadership skills
Customer Service (Reservation)