Summary

Job Context

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Job Responsibilities

1. Primary Responsibility: Inbound Phone Management

A.) Serve as the sole point of contact for all inbound phone calls during working hours (9:00 AM – 5:00 PM CST). Typically 5-6 Hours/Week.

B.) Ensure a minimum of 80% phone answer rate, and a 100% call-back rate within two business hours for missed calls.

C.) Own and manage the following key metrics:

       > Phone Answer Rate: Maintain and improve the target of 80% or higher.

       > Design Queue Backlog: Monitor and reduce the backlog of open design work orders (target: < 10).

       > CS Queue Backlog: Monitor and reduce the backlog of open tickets (target: < 10).

2. Team Leadership & Management

Lead, mentor, and manage a remote team of 6 designers and 6 CSRs based in the Philippines and India.

Continuously drive improvement in performance metrics as gauged by “Promotional Products Weekly Scorecard”

Maintain oversight of key team-related KPIs, including queue backlog and design turnaround time.

3. Continuous Improvement & Quality Control

A.) Drive continuous improvement in all key CSR-related KPIs, such as:

■ Queue Backlog

■ Missed Call Follow-Up Rate

■ CSAT

B.) Collaborate with team members to enhance operational efficiency, reduce errors, and ensure prompt resolution of customer issues.

C.) Ensure that design and customer service deliverables are consistently accurate, timely, and of the highest quality.

4. Performance Monitoring & Reporting

Meet weekly with management to review performance to KPI’s in “PROMOTIONAL PRODUCTS WEEKLY SCORECARD” and drive continuous improvement of them.

Leverage data to implement process improvements, ensuring the CSR and Design team consistently meets or exceeds performance expectations.

5. Cross-Functional Collaboration

Collaborate with other departments, such as production and sales, to ensure a seamless workflow and prompt fulfillment of customer orders.

Ensure that internal teams and external vendors have the information needed to meet customer demands efficiently.

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Experience Requirements

• 2 - 3 years

Educational Requirements

• Bachelor/Honors

Skills

• client service experience Excellent verbal, phone, and email communication Multi-tasking is a must Experience in the Promotional Products Industry is highly preferred but not necessarily required. Experience in a customer service leadership role, with a focus on managing high volumes of inbound communication and customer interactions. Proven ability to manage remote teams and drive performance improvements, particularly in the Philippines and India. Strong verbal and written communication skills, with a proven ability to resolve customer issues efficiently. Exceptional organizational skills, with the ability to manage multiple priorities while maintaining high service standards.

Age

• 23 - 37 Age

Additional Requirements

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Compensation & Other Benefits

• - Mobile Bill , Tour , Holidays , Performance Bonus
• - Salary Review: Half Yearly

Work place

• Work From Home

Employment Status

• Full Time

Gender

• Male , Female

Job Location

• Philippines