Customer Service Buyer Chat Lead, Vendor Operations

xpatjobs       |    Location:Manila , Metro Manila       |    Country:Philippines

Job Description: Supervise a team of Customer Service Representatives handling buyer inquiries through chat channels. Provide guidance, support, and mentorship to ensure exceptional service delivery. Monitor team performance metrics, including productivity, response times, resolution rates, and customer satisfaction scores. Implement strategies to improve KPIs and meet departmental goals. Conduct regular quality assessments of chat interactions to ensure accuracy, professionalism, and adherence to company policies and procedures. Act as the point of escalation for complex or high-priority buyer inquiries, providing expert assistance and resolution. Develop and implement training programs for new hires and ongoing coaching for existing team members. Stay updated on product knowledge and policies to provide accurate information. Collaborate with cross-functional teams to identify opportunities for process enhancements and automation, aiming for increased efficiency and customer satisfaction. Generate regular reports on chat performance, customer feedback, and emerging trends. Provide insights to management for decision-making and strategic planning. Act as the primary point of contact in overseeing and monitoring the overall management of the BPOs. Lead regular business reviews and any vendor relationship management activities. Work with vendors and internal stakeholders to understand the business requirements, track action plans, and initiatives to meet performance targets. Requirements: Bachelor''s degree in Business, Communication, or a related field. Proven experience in a customer service leadership role, with a focus on chat support. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Proficient in using customer service platforms and chat systems. Ability to work effectively in a fast-paced, team-oriented environment. Exceptional leadership and coaching skills, with a track record of developing high-performing teams. Demonstrated ability to drive and meet KPIs and customer satisfaction targets.