A job which handles customer inquiries via phone, email or chat regarding techni

Overview

Looking for full-time work (8 hours/day)

at $4.69/hour ($909.09/month)

BSBA

Last Active

October 19th, 2013 (4615 days ago)

Member Since

October 19th, 2013

Profile Description

• Supervising/managing a team which consists of 25 agents.
• Handling VIP players. Deposit, withdrawal, bonus request and giving out compensation for the inconvenience (if needed).
• Responsible of escalating cases to the higher management for resolution.
• Monitoring queues and tracking inbound/outbound chats and calls (if there are abandoned).
• Motivating and encouraging agents through positive communication and feedback.
• Weekly meeting with the management team and preparing the minutes of the meeting.
• Responsible of disseminating new product information and procedure to the agent.
• Daily coaching with the agent to discuss their KPI’s.
• Summarizing and preparing a daily report to be submitted to the board of directors regarding agent’s number of calls, chats and emails in order to monitor the work volume per day and in case of additional manpower.
• Organizing an event for the team. E.g team party, CS activities etc. in order to facilitate effective and supportive team relationships
• Offering frequent formal and informal recognition to our agents.
• Ensuring team members obtain the appropriate training and support to be able to apply their best knowledge and skills on the job.
• Proficient in Microsoft Office applications (particularly Excel, Word and Outlook)