会社名非公開

1月スタート! Bilingual CSR Team Leader 【Emerge契約】月額55~60万円、在宅、東京 (BB-29A7C)

次の場所にあります: Jooble Japon

説明:
Overview
Emerge is a fast-growing business services enterprise firm headquartered in Rochester, NY / regionally headquartered in Tokyo. We are seeking highly motivated representatives who have strong customer service skills. Customer Success Representatives team lead interface with customers via outbound calls, or through email depending upon the customer requirements. This person is the responsible for overall performance of accounts assigned including daily assignments and allocation of workload in conjunction to monitoring team effectiveness.

Job Responsibilities

Deliver the highest level of Customer Service daily
Daily assignment & allocation of new cases
Multi-task competing priorities in a professional and efficient manner
Train and provide feedback for team members on performance
Provide expertise and resolution to process deviations
Review and manage to daily, weekly, and monthly metrics
Hold specific team members accountable to meeting daily, weekly goals
Analyze internal data to develop process improvements
Ensure customer service levels are always kept very high
Share daily reports, metrics, learnings with CSR team and Management
Communicate via phone & e-mail with clients that receive shipments in client delivery to educate them on the program and establish ongoing contact information.
Data integrity within company CRM (Salesforce)
Track, trace, document and arrange retrieval of delivery
Produce courier shipping documents and arrange pick-ups at customer sites
Collaborate with team members and coordinate solutions for customers
Prepare complete and accurate work including appropriately notating systems of actions taken
Establish and maintain good customer relations with both internal and external customers
Diffuse difficult customer situations
Other tasks as assigned
Qualifications

Outbound calling, or customer outreach experience
Management/Supervisor experience
Experienced in managing multiple projects at the same time
Associates Degree, or applicable experience
Customer Focus and service orientated
Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems
Persistence when specific tasks are challenging
CRM knowledge
Experience with data analytics
Customs experience
Tolerance for repetitive work in a fast-paced, high production work environment
Outstanding communication (written & verbal), are a must
Solid decision-making, problem resolution and creative thinking skills
Self-starter, motivated and driven to exceed goals
Strong computer navigation skills and PC Knowledge including experience with Excel
Able to work from home and manage a team working from home
Strong bilingual both in English and Japanese

living in the distance you are able to visit Tokyo office when its required

calendar_today2ヶ月前

関連業務

location_on東京都, 日本

work 会社名非公開

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