Publicat 19 Feb 2021 | Reactualizat 21 Mar 2021 | Expiră 22 Mar 2021

Social Media Team Leader with English - Work at Home

1 post
Expirat
Anunț inactiv

Acest anunț a expirat și nu este disponibil pentru aplicare.

Înapoi la joburi

Candidatul ideal

  • Proficient in English
  • Strong interpersonal skills
  • Demonstrate strong written and verbal communication and time management skills
  • Ability to work a flexible work schedule and be punctual to work
  • Ability to successfully work in a team environment
  • Proficiency in the use of computers and Microsoft Office programs (specifically Excel and Word)
  • Experience in support business for Social Media - Chat and Twitter - preferred
  • Strong attention to detail and excellent organizational skills
  • A minimum of 1-2 years previous work experience in a leadership role strongly preferred
  • Ability to respond positively to customer emotions, stress and negative circumstances by either telephone, internet, written correspondence or orally
  • Ability to perform multiple tasks simultaneously
  • Industry background in consumer electronics and call center strongly preferred
  • Speaks clearly, persuasively and professionally in positive and negative situations

Descrierea jobului

  • Provide quality service to our customers within established quality guidelines
  • Support business needs for the Social Media Team - Chat and Twitter
  • Exercise empowerment when accommodating a customer within guidelines
  • Handle escalated chats and Tweets to address customer complaints
  • Performs other duties as assigned by Supervisor
  • Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements
  • Provide clear guidance to representatives for handling difficult or escalated issues, i.e. side by side coaching sessions and remote monitoring
  • Provide support for new hire classes during the nesting phase
  • Setup, maintain and use learning stations to introduce and refresh agents on products
  • Monitor agent and call productivity daily to ensure all KPIs are in line with the agreements
  • Monitor and give feedback on agent trends and provide corrective coaching
  • Coordinate work assignments to include chat and tweet queues and escalations to maintain standards
  • Provide technical, product and procedural updates and training to the team
  • Standardize procedures to improve efficiency

Descrierea companiei

SYKES is a leading, global digital-marketing and customer-care outsourcer. SYKES provides differentiated, full lifecycle customer-engagement services to Global 2000 companies and their end consumers at key touchpoints. Headquartered in Tampa, Florida, SYKES’ comprehensive suite of solutions addresses the needs of major companies around the world — serving such industries as communications, financial services, technology, healthcare, transportation and leisure, insurance, retail and energy.

Expirat
Social Media Team Leader with English - Work at Home  -  SYKES ENTERPRISES EASTERN EUROPE S.R.L.

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