Team Leader

Apr 28, 2020 | Dumaguete

Summary

This position is primarily responsible for monitoring call queues, acting as the first point of
contact for call escalations, and assisting customers with any questions regarding DJI products
and services by performing the following duties.


ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Monitors call queues and timers and provides feedback to Customer Service Reps to enhance call
response time.
Acts as first point of contact for call escalations, using judgment to resolve issues or to seek out
additional input from the Operations Manager.
Monitors performance of Customer Service Representatives and provides feedback to Operations
Manager.
Provides excellent customer service on all calls.
Has thorough technical knowledge of DJI products and services.
Explains in laymen’s terms how to resolve technical issues.
Works quickly and efficiently to resolve customer issues within DJI time guidelines.
Works well in a team enviroment.
Remains calm and professional even when dealing with angry or abusive callers.
Is proficient in learning new software and internet searches.

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