Job Summary: 

• Responsible for managing a team of advisors
• Responsible for a specific aspect of the customer care team and online and offline user experience
• Consistently provide genuine, friendly, personal, and professional customer service
• Go above and beyond advocating for every customer concern and request
• Contribute with ideas on improving the customer experience
• Setting targets for both individuals and the whole team
• Measuring the performance of both individuals and the team as a whole
• Offering advisors guidance and feedback
• Helping to optimize all processes and procedures
• Finding ways to motivate and develop advisors
• Ensuring advisors adhere to company policy, e.g. attendance

Skills on Resume: 

• Team Management (Soft Skills)
• User Experience Optimization (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Customer Advocacy (Soft Skills)
• Performance Measurement (Hard Skills)
• Target Setting (Hard Skills)
• Process Optimization (Hard Skills)
• Advisor Development (Soft Skills)

Job Summary: 

• Manage daily operations within the Customer Care Support Office team, creating morale and spirit in the team.
• Work in an organized manner, and monitor progress.
• Provide professional support for the team Coach team members and conduct the performance management process according to principles (goal setting, Mid-year review, and end-year review). 
• Maintain ISO documentation for the department.
• Work on the continuous improvement of the Customer Care Support Office team processes and encourage team members to come up with improvement ideas.
• Support the set-up of the Customer Care Support Office team for the transition phase. 
• Recruit, manage and coach the performance of the Customer Care Team and their workload
• Identify the training requirements of the team, develop materials, and conduct training
• Build relationships with cross-functional teams and keep in contact with internal and external partners.
• Take responsibility for updating, and preparing performance reports
• Independently use multiple resources to assist customers with product questions and buying decisions by email, phone, or chat in a call center environment

Skills on Resume: 

• Team Operations Management (Hard Skills)
• Organizational Skills (Soft Skills)
• Team Coaching (Soft Skills)
• ISO Documentation Maintenance (Hard Skills)
• Process Improvement (Hard Skills)
• Recruitment and Training (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Understand and learn the various processes happening in the customer care department of the team.
• Streamlining the processes happening in the Customer Care department.
• Take responsibility for mentoring the Customer Care Team.
• Helping the Customer Care Team in serving the customers most delightfully.
• Solving the issues faced by the Customer Care Team.
• Making sure that the customers do not face the same problem repeatedly.
• Analyzing customer behavior based on their buying pattern.
• Working on ways to improve and enhance customer retention.
• Helping the technology team understand the different needs of the end Customers. 
• So that better tech solutions can be made for end customers.
• Providing suggestions to the management team for better functioning of the department.

Skills on Resume: 

• Process Understanding (Hard Skills)
• Process Streamlining (Hard Skills)
• Team Mentoring (Soft Skills)
• Customer Delight Focus (Soft Skills)
• Issue Resolution (Soft Skills)
• Customer Behavior Analysis (Hard Skills)
• Customer Retention Strategies (Hard Skills)
• Tech Team Collaboration (Soft Skills)

Job Summary: 

• Provide leadership by setting and maintaining vision, mission and values.
• Provide support and encouragement while ensuring the overall quality of service is provided.
• Perform coaching/training for agents.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Keep a positive attitude and exhibit strong, consistent leadership skills at all times.
• Prepare and review reports and reviews related to agent stats, KPIs, attendance and daily shift activities.
• Idea generation for increasing sales, problem solving and employee development initiatives.
• Perform in a positive, professional, empathetic and customer-focused manner.
• Provide escalated problem solving, assist with live interactions from technical issues to chargeback prevention.
• Manage all holiday and sickness cover as appropriate

Skills on Resume: 

• Vision Setting (Soft Skills)
• Service Quality Assurance (Hard Skills)
• Agent Coaching (Soft Skills)
• Advanced Product Knowledge (Hard Skills)
• Positive Attitude (Soft Skills)
• Report Preparation (Hard Skills)
• Sales Improvement Ideas (Hard Skills)
• Problem Solving (Soft Skills)

Job Summary: 

• Ensure that all agreed business KPIs are met regularly as agreed with the customer
• Interact and engage with the Operational team to help meet overall customer objectives and KPIs
• Be an active customer facing Team Leader, participating in all Customer facing calls and becoming one of the key contacts for the Customer Account
• Take ownership of all complaints & escalations
• Be an active mentor and coach to all members of the Team
• To be an integral part of the internal customer focus team and represent Customer Services professionally at all levels within Flex
• Participate and represent in the Flex and Customer Audits
• Engage regularly with the Team on a 121 basis and manage any personnel issues that may arise
• Ensure that all training and quality documents for the team are up to date and company and Customer standard
• Form part of the Leadership team across Customer Services as a whole, engaging with other leaders to create a world-class service organization
• Seek continual improvement in all areas, looking for efficiencies & opportunities to create a better, more economical service to the customer

Skills on Resume: 

• KPI Achievement (Hard Skills)
• Operational Team Engagement (Soft Skills)
• Customer Interaction (Soft Skills)
• Complaint Resolution (Soft Skills)
• Team Mentorship (Soft Skills)
• Professional Representation (Soft Skills)
• Audit Participation (Hard Skills)
• Training Document Management (Hard Skills)

Job Summary: 

• Recommends new work procedures and contributes to the development of process enhancements, customer service techniques, models, and plans
• Resolves variable issues that are occasionally complex with substantial impact on the business
• Apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area.
• Conducts periodic service reviews with agreed reporting, developing action plans to confirm the commitment and optimize service levels.
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding CIMB Bank PH, its clients, and assets
• Driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Develops leaders and their skills and provides growth opportunities through guidance and mentorship in conjunction with succession planning.
• Evaluate team performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Creates and executes realistic action steps and timelines for the team with strict attention to details and performance
• Drives organizational change through innovation and process improvement, eliminating friction points for the team.
• Achieves team performance excellence to ensure high quality and high volume productivity
• Recruits hire and build a team of highly productive candidates through coaching, collaboration, and motivation of staff.

Skills on Resume: 

• Process Enhancement (Hard Skills)
• Complex Issue Resolution (Soft Skills)
• Policy Application (Hard Skills)
• Service Review Conducting (Hard Skills)
• Risk Assessment (Soft Skills)
• Compliance Management (Hard Skills)
• Leadership Development (Soft Skills)
• Team Performance Evaluation (Hard Skills)

Job Summary: 

• Ensure all team members create real value for customers and pursue an ambitious customer service philosophy
• Support team member’s development through regular feedback, mentoring and coaching as well as regular team-based exchange sessions
• Create a working environment that emphasizes accountability, mutual support, commitment and engagement
• Create transparency around and enthusiasm for company strategy, mission and goals and organizational changes related to these
• Partner closely with departments like Workforce Management, Human Resources and Learning to ensure team’s efficiency and effectiveness
• Assume disciplinary responsibility for the team including decisions around e.g. contract extensions and probationary periods
• Providing excellent service for customers by ensuring products select meet all the required criteria i.e. substitutes, date codes, product quality
• Ensuring products are packed correctly so the product reaches the customer in the best condition
• Ensuring store-based customer service standards are maintained
• Communicating effectively with store colleagues to ensure product availability for all customers
• Work with other colleagues and managers to deliver the company's plan
• Follow all cash and product handling policies and procedures
• Comply with all policies and procedures about restricted products
• Ensure all policies, procedures and legal obligations are followed as specified by the company

Skills on Resume: 

• Customer Value Creation (Soft Skills)
• Team Development (Soft Skills)
• Accountability Promotion (Soft Skills)
• Strategic Communication (Soft Skills)
• Cross-Department Collaboration (Hard Skills)
• Disciplinary Responsibility (Hard Skills)
• Product Quality Assurance (Hard Skills)
• Policy Compliance (Hard Skills)