Concentrix Philippines - General Motors USA
(Team Manager / Customer Service Associate)
• Serves customers by providing product and service information and resolving all related concerns via phone, chat, and email.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Report top concerns and call types to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Managing the day-to-day activities of the team.
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting coaching and brainstorming of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting monthly performance reviews.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team.
• Guide our advisors on the account process and procedures to ensure that they are providing accurate direction and resolution
