Customer Support & Operations Team Leader

CONNEX GLOBAL COMMUNICATIONS INC. o/a. PHONEBOX is a Canadian wireless provider offering prepaid and monthly phone plans to clients within Canada and across the world. We offer 5G network, unlimited calling, and text to all our customers without any contracts or credit checks. We have team working in different cities in Canada, as well as overseas team working in different countries including China, Vietnam, India and the Philippines.
We are currently looking for a Full-Time and Permanent Customer Support & Operations Team leader located in Metropolitan Manila to join our team, working closely with the management team in Canada while provide supervision to the existing team in the Philippines across different cities.
This is a Remote-work position.
JOB DESCRIPTION
– Receiving and processing inquiries for account changes and customer care topics over phone, Livechat, email, and SMS texts
– Follow and respond to inquiries based on guidelines provided by Operations & Customer Support manager
– Respond to inquiries in a timely and professional manner
– Assist management with administrative duties
– Ensure that all communications are returned/responded to within 24 hours or by the next business day to maintain efficient information flow
– Process online activations, suspensions, restoration, and other account changes following guidelines in timely manner
– Reporting concerned items daily to the manager and write the weekly report on tasks performed and expectations for next week.
– Processing backend related operation such as payment, billing, account changes, refunds, Account receivable, Data entry
– Conducting interviews, onboarding, training to new and existing team
– Manage and supervise the existing team members of more than 20 people in the Philippines including but are not limited to – – Daily Support and Operation duties, quality control on the team responses and tasks executions, leading the team based on different projects, goals and targets set by the company.
– Team daily, weekly schedule management, training arrangement, daily tasks monitoring
REQUIREMENTS
– General office/administrative skills, with above-average writing skills
– Good English proficiency, written and verbal
– Good communication and relationship-building skills in multicultural workplace
– Handle customer inquiries, complaints, billing questions and payment issues/services
– Detail oriented, organized, computer savvy and a multitasker
– Ability to function well in a busy and high volume environment.
– Ability to work effectively, both independently and as part of a team.
– Ability to consistently offer professional and engaging customer service.
– Ability to work weekends as needed
– Intermediate to advanced skills using a variety of computerized software packages such as Microsoft Office Suite
JOB TYPE
– Full-time, Permanent
– Remote, work from home settings
– Opportunity for professional growth
– Opportunity to be promoted as Overseas Branch Manager
IF YOU ARE INTERESTED, PLEASE SUBMIT YOUR RESUME VIA THE MESSAGE INBOX or VIA THE EMAIL ADDRESS BELOW:
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