Posted date: 3/12/2024
Type: Full-time
1GLOBAL - Seamless Connectivity, eSIM and IoT Solutions. Connect your people and devices instantly, anywhere with our connectivity solutions. Manage mobile devices and numbers globally for banks, enterprises & IoT.
1GLOBAL ( ) isn't just another tech company - it's a powerhouse in the world of telecommunications. With a network spanning 15 offices across 12 countries, we're the go-to choice for the globe's biggest enterprises and B2B2C customers. From cutting-edge eSIM solutions to reliable physical SIM cards, seamless data roaming, and innovative voice and SMS recording services, we're at the forefront of it all.
But that's not all. We've recently unveiled a game-changer: BetterRoaming ( ). This brand-new venture is your ticket to hassle-free and budget-friendly international roaming.
We're not just keeping up, we're setting the pace. As the price leader in over 70 countries and counting, our growth is nothing short of meteoric. We're gearing up to take our brand to even greater heights!
The Role As a Customer Service Team Leader at 1Global, you will play a pivotal and hands-on role in ensuring that our customers receive exceptional service. You will lead a team of customer service representatives, providing them with guidance, support, and insights on how to best resolve customer inquiries and issues efficiently. You will drive ownership of issue resolution in the most efficient and effective ways possible. You will actively participate and lead in identifying process gaps and provide workable solutions to issues. Most importantly, you will have a strong influence on your team by being an expert resource in providing world-class customer experience.
What you will do 1. PEOPLE MANAGEMENT
· Motivate and inspire a high-performing team environment
· Recruit, onboard, and train new team members
· Coach, mentor, and develop direct reports to be customer-centric and results driven
· Conduct performance reviews and provide constructive feedback to help team members grow and develop
· Foster positive and collaborative team environment
· Provide insights and translate information from management to direct reports
2. ESCALATION MANAGEMENT
· Participate in process improvement to streamline operations and enhance efficiency
· Set and meet performance targets for speed, efficiency, professionalism, and resolution of all customer enquiries
· Maintain and share with team up-to-date knowledge of product and industry developments
· Handle escalated customer complaints or enquiries
· Organise staffing, including shift patterns and the number of staff required to meet demand
· Identify failure to meet SLA and suggest process improvement/effect resolution proposals to occurring issues
· Ability to navigate through multiple tools simultaneously
3. PRODUCT OPERATIONAL MANAGEMENT
· Regularly handle cases and take in calls to maintain in-depth knowledge and expertise
· Actively participate in pre-product launches, tests, and troubleshooting through hands-on work
· Collaborate with diverse teams to identify, investigate, and resolve operational issues like fraud, service disruptions, and outages, implementing preventive and corrective solutions
· Consistently roll up sleeves to do tasks from ground up to clearly understand agent, customer, and leadership perspective
· Conduct quality audits of team member's case and call output and coach accordingly
· Regularly connect with the team members to identify and address roadblocks impacting performance
· Actively generate, analyse, and interpret reports for an informed recommendation
· Diligently pursue solutions to issues by going above and beyond their team scope
Requirements What you will bring: 1. Previous Experience:
· Minimum of 3 years of experience in a customer service leadership role
· Proven track record of success in coaching and developing high-performing teams
· Strong understanding of customer service best practices thru hands-on case and call work
· Excellent communication, interpersonal, and problem-solving skills
· Ability to work effectively under pressure and meet deadlines
2. Core Skills
· Customer-obsession mentality and practice
· Good teamwork, organisational, and time management skills
· Excellent attention to detail
· Excellent written and verbal English skills
· Professional telephone and call management skills
· The ability to understand telecom jargon and translate it into plain English.
· Thorough working knowledge of Microsoft Office Suite & Excel, ticketing systems (such as Salesforce and JIRA) and customer service procedures
· In depth knowledge of GSM support and proficiency in troubleshooting iOS and Android devices will be an advantage
· The following tools/technologies would be a bonus: My SQL Querying, SIP, TCP/IP, LAN, DSL, Wi-Fi
· Expertise in Payments and fraud investigations, with customer-centric approach to identifying root cause of problems, developing solutions, and implementing sustainable fixes to prevent recurrence.
Why 1GLOBAL? Embarking on a journey with 1Global is an opportunity to be a part of a team that's shaping the future of telecommunications and technology. Your contributions will be valued, your ideas will be heard, and your career will soar to new heights:
· Pioneering Innovation: At 1Global, we're not just keeping up with industry trends, we're setting them. You'll be at the forefront of cutting-edge technology and telecommunications solutions.
· Global Impact: With offices in 12 countries and services reaching worldwide, your work has the potential to make a truly global impact.
· Diverse and Inclusive Culture: We're not just a team; we're a tapestry of diverse perspectives and backgrounds, woven together for a common purpose. Your unique viewpoint is not only respected but cherished.
· Professional Growth: We're committed to helping our team members grow and develop. You'll have access to ongoing mentorship and opportunities for advancement.
· Exciting Challenges: Our industry is dynamic and ever-evolving. You'll face new and exciting challenges that will keep you engaged and motivated.
· A Growing Brand: With our rapid growth, you'll be part of a company that's not just succeeding, but thriving.
· Great Benefits: We offer competitive compensation packages, comprehensive health insurances, and other perks to ensure our team members are well taken care of.
1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally. No agencies. We do not accept CVs from 3rd parties
#J-18808-Ljbffr
