As part of the overseas department team, you play an essential part in assisting the customer service team lead to manage all various aspects of customer service in the Australian market.

Being a high-growth electronics company, we are looking for a candidate who will be a strong self-starter with critical thinking to achieve customer service success

This candidate will help us drive up customer service excellence by going far and beyond, delivering the best possible value and service to our customers.

Responsibilities of a Senior Customer Service Officer – AU/PH (Offshore) but are not limited to:

– Monitor and review social media interactions handled by CSO agents. Provide feedback and guidance to agents to ensure consistent and effective responses.

– Develop and maintain Key Performance Indicators (KPIs) for each CSO team member. Track and report performance metrics to evaluate individual performance and identify areas for improvement.

– Conduct regular coaching sessions with CSO team members to provide feedback, guidance, and support in enhancing their skills and performance.

– Collaborate with the scheduling team to create and manage a shift schedule for all agents in the team. Ensure adequate coverage and adherence to shift schedules.

– Facilitate team meetings to discuss team performance, address concerns, and provide updates on goals and objectives.

– Act as the point of contact for supervisor-level inquiries and calls.

– Attend weekly meetings to present relevant data, performance metrics, and updates

• Preferred to have 1-2 years of supervisory experience in customer service

• Strong customer service skills with the ability to relate to different groups of customers.

• Strong understanding of business needs with a customer-first mindset

• Willing to take on challenging tasks and work in a fast-paced environment

• Competent in basic computer skills and applications (Microsoft Excel, Word, Outlook)

• Willing to work shift hours, including weekends, PH and night shift

• Understanding of Zendesk will be an added advantage