1. Responsible in the proper and timely handling of client’s concern received via Email.

2. Willing to render Over Time on weekdays and weekends.

DUTIES AND RESPONSIBILITIES
1. Review and closely monitor the performance of CSAs vis-à-vis target (KPI)
2. Be readily available to answer questions from Customer Service Assistants
3. Review CSAs’ drafts and provide feedback for improvement through coaching
4. Respond to queries, requests, and complaints received from clients through email
5. Properly review tickets and endorse to the Concerned Departments/Units
6. Motivate and encourage CSAs through positive communication and feedback
7. Understand all organization’s products, service, procedures and guidelines and communicate the same to all team members
8. Understand the purpose and relevance of company policies and ensure team’s commitment to them
9. Ensure a harmonious working environment for all team members
10. Monitor response time and track pending/unanswered emails; keep agents aware of their Aux/Work codes, pending, etc.
11. Ensure 100% accuracy of all encoded information in the system, as authorized
12. Properly disseminate and discuss updates to subordinates
13. Participate effectively in team meetings
14. Perform other duties and functions that may be assigned from time to time by the Management

1. Communication
- Good comprehension and writing skills
- Above average business communication skills and ability to build rapport with the clients
- Ability to effectively and professionally communicate with subordinates, peers and senior levels of management
2. Problem Solving/Decision Making
- Good analytical skills; ability to truly understand and process information towards resolution of concerns
- ability to work independently and make decisions that balance the interests of the Company, Customer and Staff
- ability to meet deadlines and prioritize task based on scope of impact
3. Customer focused
- With desire to fully satisfy and resolve client’s concern/inquiry/request
4. Leadership skills
- Reflects a positive approach
- Support management goals and contact center initiatives through words and actions.
- Ability to identify and communicate how individual roles are tied to corporate goals
5. Emotional Fortitude
- Adaptability to changes implemented by Management as required by operation

Graduate of any 4year course in any field (Business, Communication or Marketing).

At least 2year experience in Contact Center/Customer Service/Real Estate.

*Replacement of Newly Promoted Employee, Wilson Suyam, from Supervisor to Asst. Manager*

DUTIES AND RESPONSIBILITIES
1. Review and closely monitor the performance of CSAs vis-à-vis target (KPI)
2. Be readily available to answer questions from Customer Service Assistants
3. Review CSAs’ drafts and provide feedback for improvement through coaching
4. Respond to queries, requests, and complaints received from clients through email
5. Properly review tickets and endorse to the Concerned Departments/Units
6. Motivate and encourage CSAs through positive communication and feedback
7. Understand all organization’s products, service, procedures and guidelines and communicate the same to all team members
8. Understand the purpose and relevance of company policies and ensure team’s commitment to them
9. Ensure a harmonious working environment for all team members
10. Monitor response time and track pending/unanswered emails; keep agents aware of their Aux/Work codes, pending, etc.
11. Ensure 100% accuracy of all encoded information in the system, as authorized
12. Properly disseminate and discuss updates to subordinates
13. Participate effectively in team meetings
14. Perform other duties and functions that may be assigned from time to time by the Management