About IntouchCX:
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

Overview of Position:

The English Team Leader will play a critical role within IntouchCX, by providing front-line supervision to the CSRs, and ensuring quality service is provided in all customer interactions. They will also represent our clients by learning and maintaining the knowledge of our client’s brand and philosophy, as well as products, promotions and processes .In addition, the incumbent will act as a coach, advocate and role model for the CSRs and will be responsible for promoting professional and personal development of individual team members by administering performance evaluations, training, progressive disciplinary actions, and career aspiration plans.

Essential Functions:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives