Foundever™ - Coach
Ground Floor e-Life Digital Zone, Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila
? Assist frontline agents in effectively supporting customers
? Coach to agent improvements via quality assurance and sales performance
? Communication with Customer Care Managers concerning all customer care / Telesales & support issues
? Assist in special projects when required
? Ability to assist agents with escalations for sales and customer care (phones, email, chat)
? Time management of effective customer care delivery
? Continuing improvement to customer care administration and work methods
? Responsible for phone/chat/email KPIs of their respective teams
Additionally, this position will assist with contact volume in the Contact Center and is required to take a minimum of 4 hours of agent-level contacts per month that are quality monitored to refresh skills (split between CS and sales).
● Assist frontline agents in effectively supporting customers
● Coach to agent improvements via quality assurance and sales performance
● Communication with Customer Care Managers concerning all customer care / Telesales & support issues
● Assist in special projects when required
● Ability to assist agents with escalations for sales and customer care (phones, email, chat)
● Time management of effective customer care delivery
● Continuing improvement to customer care administration and work methods
● Responsible for phone/chat/email KPIs of their respective teams
Additionally, this position will assist with contact volume in the Contact Center and is required to take a minimum of 4 hours of agent-level contacts per month that are quality monitored to refresh skills (split between CS and sales).
About Foundever™
Read more about Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.? Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Read more about Us
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