Technical Support Representative Team Leader

Lofty; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Lofty is seeking an experienced Escalation Specialist to act as the primary contact for unresolved customer issues, thoroughly investigate escalated cases, and guide frontline teams. The role emphasizes effective communication across departments and data-driven improvements to customer satisfaction.

The position requires strong documentation skills and a proactive approach to continuous process improvements within a dynamic team in Manila.

Qualifications

• Experience handling customer escalations and resolving complex issues
• Strong ability to identify root causes and propose effective solutions
• Ability to guide front-line teams and coordinate with other departments
• Excellent written and verbal communication to keep stakeholders informed

Responsibilities

• Handle Customer Escalations: Be the main point of contact for customer issues that cannot be resolved by front-line representatives.
• Resolve Complex Issues: Thoroughly investigate escalated cases to find the root cause and determine the best solution.
• Support Front-line Representatives: Guide and support front-line representatives in handling difficult customer situations, ensuring they follow company policies.
• Advocate for Customers: Speak up for customers to ensure their concerns are addressed quickly and satisfactorily, with a focus on keeping them happy.
• Effective Communication: Communicate well with customers and internal stakeholders, including managers and other departments, to find solutions and provide updates.
• Accurate Documentation: Keep detailed records of all escalated cases, including actions taken, resolutions offered, and any necessary follow-up, following company policies and regulations.
• Analyze Performance: Identify trends and patterns in escalated cases to uncover underlying issues, areas for improvement, and opportunities to enhance customer satisfaction and efficiency.
• Continuous Improvement: Continuously evaluate and improve escalation processes and procedures to streamline operations, reduce escalations, and enhance the overall customer experience.

Skills

Escalation handling

Root cause analysis

Cross-functional collaboration

Stakeholder communication

Documentation discipline

Tools

CRM software

Job description

Job Description

Job Type
Full-time

Description

Handle Customer Escalations: Be the main point of contact for customer issues that cannot be resolved by front-line representatives.

Resolve Complex Issues: Thoroughly investigate escalated cases to find the root cause and determine the best solution.

Support Front-line Representatives: Guide and support front-line representatives in handling difficult customer situations, ensuring they follow company policies.

Advocate for Customers: Speak up for customers to ensure their concerns are addressed quickly and satisfactorily, with a focus on keeping them happy.

Effective Communication: Communicate well with customers and internal stakeholders, including managers and other departments, to find solutions and provide updates.

Accurate Documentation: Keep detailed records of all escalated cases, including actions taken, resolutions offered, and any necessary follow-up, following company policies and regulations.

Analyze Performance: Identify trends and patterns in escalated cases to uncover underlying issues, areas for improvement, and opportunities to enhance customer satisfaction and efficiency.

Continuous Improvement: Continuously evaluate and improve escalation processes and procedures to streamline operations, reduce escalations, and enhance the overall customer experience.

Requirements

Task Allocation: Assign tasks and responsibilities to team members based on their skills, workload, and priorities, ensuring equitable distribution of workloads.

Priority Setting: Determine the priority level of each task based on urgency, impact on customers, and business objectives, and communicate these priorities to team members accordingly.

Task Tracking: Monitor the progress of tasks assigned to team members, keeping track of deadlines, milestones, and dependencies to ensure timely completion.

Problem Resolution: Assist team members in overcoming obstacles and resolving issues that may arise during task execution, providing guidance, support, and resources as needed.

Communication: Facilitate clear and effective communication within the team, including regular updates on task status, changes in priorities, and important information relevant to task execution.

Performance Monitoring: Evaluate the performance of team members in completing assigned tasks, providing feedback, coaching, and recognition to encourage continuous improvement and high performance.

Task Documentation: Ensure accurate and thorough documentation of tasks, including task descriptions, requirements, progress updates, and outcomes, to facilitate knowledge sharing and accountability.

Process Improvement: Identify opportunities to streamline task management processes, and improve efficiency