Supervisor

Scope: TGL Helpdesk Supervisor is responsible for day-to-day Helpdesk operations, running the 24/7 shifts, and solving immediate customer queries & problems. The supervisor will supervise, coach, ensure high morale, and monitor the team of TGL Customer Service Agents and their performance

Financial

• Ensure that jobs are not scheduled without payment & ensure that the jobs are effectively completed
• Upsell & Cross Sell of Services during all customer interactions
• Convert the quote estimations into booked jobs by follow-ups and on-call clarifications

Customer

• Monitor the customer feedback on a daily basis and provide updates to the management in weekly / monthly meetings
• Complain Management & resolving escalations in coordination with the Senior Technical Supervisor
• Act as a Level 2 Agent to effectively resolve technical queries or clarifications from customers
• Act as an agent for following up with the customer on the submitted quotations for quoted Jobs

Process

• Track calls and closing in-progress jobs, reports and implementing escalation matrix for all the contracts
• Manage all requests received Online, by email or in-person
• Manage the team to Log Calls and Jobs in Salesforce for KMS & TG Living & Urbanize for NAS Project
• Manage the team to allocate work orders and the pending requests in SF to TGL operators
• Liaison and coordinating with the different departments for problem solving
• Plan and Scheduling the Shift roster for the following day based on the available PPM, RM & Quoted Works appointment in coordination with the Helpdesk Agents and Senior Technical Supervisor
• Report the Helpdesk data to the management team on a weekly / monthly basis

Innovation

 

• Implementation of Shift handover report using email categorization

Selection Criteria

• MS Office suite
• Previous Salesforce Experience
• Excellent verbal & written communications skills, presentation skills & interpersonal skills
• Have a sound business and technical knowledge of HVAC/MEP and Cleaning service industry
• Excellent communication and negotiation abilities
• Team Management
• 3+ Years of Customer Service Experience.