Job Summary:
As the Account Specialist / Subject Matter Expert (SME) for the Customer Service department, you will provide expert guidance and support to a team of Customer Service Representatives (CSRs). Your role will involve ensuring that service processes are executed efficiently, troubleshooting complex customer issues, and identifying areas for improvement. You will be a key resource for the team, offering insights and solutions to enhance service quality and customer satisfaction.
Key Responsibilities:
- Team Management: Lead, coach, and mentor a team of Customer Service Representatives, ensuring high performance and adherence to company policies, procedures, and quality standards.
- Escalation Point: Serve as the first line of escalation for complex service-related issues, managing customer expectations and ensuring timely and effective resolutions.
- Quality Monitoring: Monitor and evaluate service calls for each product and factory, identifying recurring concerns and providing feedback to the team to improve customer service quality.
- Customer Retention: Proactively address issues that may lead to customer churn, ensuring the successful execution of customer service processes to enhance customer retention.
- Team Performance Metrics: Monitor and report on team performance, focusing on key metrics such as customer satisfaction, response time, issue resolution time, and retention rates. Provide feedback and continuous improvement plans to the team.
- Training & Development: Ensure that the team is well-trained on company products, services, and processes. Continuously identify skill gaps and opportunities for development.
Education and Minimum Skill Requirements:
- At least 3 years of experience in customer service, support, or a related field, preferably with a background in manufacturing or technical support.
- Previous experience in leading or supervising a team of customer service representatives, demonstrating strong leadership and team-building skills.
- A strong technical background is preferred, with the ability to troubleshoot and understand product-related issues.
- Excellent verbal and written communication skills, with the ability to clearly and professionally address customer concerns and lead your team
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
