BUSINESS SUMMARY
iCONNECT CONVERGENCE INC. (iCONN) is a customer service and relationship management consulting and outsourcing business powered by ABS-CBN Corporation to serve its customers and that of its subsidiaries and affiliates.
We provide technical and non-technical customer service and relationship management functions, such as but not limited to directory and information assistance, sales generation, order-taking, telecollection, cross-selling, up-selling, telemarketing for the purpose of promoting and advertising products and services, requests and inquiries handling, sales fulfilment and payment facilitation, whether for itself or for other parties.
We believe that the purpose of our existence is anchored upon the need to provide unparalleled customer experience by creating and deepening good relationships with customers and ultimately making them feel like a true kapamilya in all channels and interactions we serve.
RESPONSIBILITIES
The Account and Operations Manager is in-charge of managing efficient service delivery of a specific program or programs where he/she will be handling a team consisting of Team Managers and a number of agents and exceeding client, employee and financial metrics as dictated by the business. He/she shall be in-charge of providing regular coaching and mentoring to assigned Team Managers, identifying performance gaps, suggesting initiatives and executing action plans to ensure continuous improvement and development of his/her manpower under the assigned program. He/She is in-charge of fostering the client relationship and making sure that operational requirements are met. Moreover, he/she shall ensure that best customer experience is delivered seamlessly across all channels of customer interaction.
REQUIREMENTS
- College Graduate
- With at least 3 years solid experience under the same or related position handling Customer Service or Technical Support programs.
REQUIRED COMPETENCIES
- Effective Communication
- Customer Focus
- Client Partnering
- Building Commitment
- Managing Performance
- People Development
- Planning and Delivering
- Problem Solving
- Decision Making
- Strategic Thinking
- Leading ang Managing Change
Preference will be given to candidates who APPLY ONLINE.