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Customer Support Assistant Manager
Posted: 11/13/2018
Position: Full Time
About This Job:
Our Company is an online and mobile food ordering company located in Illinois, US. We provide an online ordering system and service to restaurants and allow customers to order directly from thousands of restaurants across the country.
 
Customer support team is looking for a Customer Support Assistant Manager. The position is home based and will work online with other customer service members. The main purpose of the position is to manage customer support team quality, provide balanced feedback to management and train new and existing customer service representatives, to ensure that they receive the necessary knowledge and skills to perform their job in conjunction with company’s Mission, Quality Policy and Objectives.
 
We are looking for a self-motivated individual with strong problem solving skills and the ability to provide fair and accurate analysis of communications between customer support team and customers. This position will interact with all levels from customer support team members, to managers, to executive management. It requires a high level of professionalism and the ability to operate with a high level of discretion and confidentially. 
Roles & Responsibilities:
  • Assist managers in managing call volumes
  • Manage agents remotely across different time zones and monitor agent’s productivity
  • Arrange last-minute schedule changes and function as a work force analyst to identify scheduling problems
  • Work with customer service managers to identify training trends and develop new programs necessary for company growth
  • Responsible for recruiting and interviewing quality remote workers to join the team, as well as making sure these new employees transition as smoothly as possible into their jobs
Requirements & Qualifications:
  • Bachelor’s degree preferred
  • Fluency in the English language both written and verbal
  • 3-5 years management experience in Customer Service on a BPO set-up
  • Minimum of 3 years experience in managing a team of 10-15 heads
  • Good judgement and strong decision making skills
  • Must be able to work with a high level of professionalism and discretion
  • Goal oriented and results driven
  • Bilingual in Chinese or Spanish is a plus
 
Please answer the following questions when you apply for this position.
 
Questions:
 
  1. How do you control the quality of on agent’s performance who works for you online?
  2. How do you prevent valuable agents from resigning or leaving the team?
 
Note: Please apply from 10AM to 7PM US CST. Attach your resume including Skype ID upon application. Thank you.
 
Skills Required:
Customer Service
Phone Support Level 5
Order Processing Level 5
Customer Support Level 5
General Computer Skills
Problem Solving Level 5
Google Docs Level 4
Finance & Management
Management Skills Level 4
Business Management Level 4