Customer Service Team Leader

hace 7 meses


San Vicente Ferrer, Colombia Kaplan A tiempo completo

Job Description

**Responsibilities**:
- To manage Customer Care Executives through leading, developing, managing, and motivating them to complete customer related administration tasks and phone calls.- To supervise the workload of the team, to optimize service provision and administrative support for the operation of the Contact Centre.- To ensure that the team meet agreed KPIs for calls and response level for all other types of queries.- Review the team’s KPIs monthly.- Supervise and mentor Customer Care Executives when performing 1 on 1 meeting.- Manage team holidays in agreement with the direct Manager by measuring the workload by seasonality.- Helping to delivering training to current staff and new team members if necessary.- To work closely with the Account Managers and REPS regarding their students and Agencies that we partner with offering assistance when needed.- To Manage Salesforce CRM tool for reports and monitoring team arrivals, cancellations, and WhatsApp communications of their team members with students / agents closely.- To work closely with internal external customers to identify areas for improvement.- To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements, and quality standards to meet and exceed customer experience standards.- To ensure responses to student enquiries related to Kaplan schools, courses, and existing bookings.- To handle escalated customer queries, provide by your direct Manager; resolving any issues to ensure customer satisfaction.- To provide regular coaching to the team, working closely with the Manager to ensure you have a training plan in place to equip your team with the skills and tools they need to perform in their role.- To ensure the team are processing booking accurately, meeting compliance regulations and T&C’s.- Provide Visa and Administrative support to customers, when needed.- Monitor No-Shows and arrival weekly.- Providing pre-departure meeting and visa info meeting in agreement with the direct Manager.- Available in case of emergencies.- Other duties as assigned

**Requirements**:
- Requires 1-3 years related experience in Customer Service Leadership.-
- A true hunter, hungry for new deals and opportunities to drive growth either directly or towards team targets.-
- Be comfortable working to tight deadlines while managing competing priorities.-
- Bilingual proficiency in English - B2+.-
- Exceptional interpersonal and communication skills.-
- Ability to multi-task, prioritize and manage time effectively.-
- Ability to work under pressure and hard when required, and through customer objections.-
- Competent computer skills.-
- Bachelor’s degree or equivalent.Compensation and Benefits- Competitive salary- We offer an induction, on-going coaching and training in Salesforce and other systems,- Opportunities for career progression include positions as customer service or within our direct and agent sales teams.- 18 days’ vacation

Aditional requirments- Job located in Bogota, Colombia.- This is a 100% on-site position

About Us
- Kaplan International Languages

), a division of Kaplan Inc. (a subsidiary of Graham Holdings Company), is an exciting company in the world of international education. With 44 language schools in the UK, Ireland, USA, Canada, Australia, New Zealand, France, and Germany, we are a leading provider of English language courses and other study abroad programs for students from more than 160 countries around the world.

Location

Bogotá, COL

Employee Type

Employee

Job Functional Area

Sales



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