CSR Team Lead (Zendesk Expert)

CSR Lead Rate will be $400/mo with $100/mo ---------- hours

As the sole CSR Lead, you will have to manage all CS Agents and ensure they are reaching set targets (Both quality & performance) levels. As a manager, you will be responsible and held accountable for the quality and performance of the people you are ---------- 's a must that you can do basic configuration settings of the Zendesk Platform on top of your management skills and customer support extensive experience.

You will be required & responsible for the outcome of the following:

* Communicating directly to our order fulfillment agent for ALL tracking problems & order alterations.
* Ensuring all tracking problems & order alterations have a turnaround time of under 12 hours
* Hiring & firing of CSR Agents
* Ensuring KPI's and weekly/daily quotas are reached for all agents and yourself
* Ensuring punishment systems are in place if quotas are not met (Working overtime untracked until weekly quotas are met)
* Making sure people are sticking strictly to their schedules & are sending EOD reports
* Ensuring all agents you are managing are Logging ON and Logging OFF via Slack channels
* Making sure daily reports are sent to PM regarding the whole CSR team
* Dealing with Disputes on PayPal & Stripe, reaching KPI's
* Ongoing optimization of responses on templates as well as the CSR Process (Setting up ZD Macros, etc)
* Ensure you are strictly online ON or BEFORE 9AM and offline ON or AFTER 6PM PH time.
* Daily cleans of Trello for all customer service problems
* Ensure all agents have a satisfaction level of above 7/10


Key Performance Indicators for your role
- 99% (100/99) of Disputes on both Stripe & Paypal need to be answered correctly (Answer the customers concern in conjunction to the stores policies)
- 100% Of Disputes on both Stripe & Paypal need to be answered professionally as well as structured properly.
- ZD Tickets should be answered in 30 hours or less.
- Turnaround time of all order alterations & tracking problems should be 12h or less.
- No Dispute should ever have any longer than a 24h response time
- Ensuring agents are doing a absolute minimum of 250 tickets per day, ideally over 300 & are reaching customer satisfaction requirements

Your role will also require you to be able to work 9AM-6PM PH Time, Monday-Sunday