The Technical Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team.
The Customer Service Team Lead (Offshore) provides technical and customer pre- & post-sales support across Wolters Kluwer Health applications through analysis and problem-solving to facilitate installation, implementation, maintenance, education, and documentation for a variety of online and desktop software. The Customer Service Team Lead (Offshore) will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources. The customer base spans individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, and chat.
Working within a supportive team, the Technical Customer Service Team Lead (Offshore) will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients’ business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.
The Technical Customer Service Team Lead (Offshore) is responsible for assisting the Technical and Customer Service team members and offshore support staff as first point of contact.
Essential Duties and responsibilities
Lead the Customer Service team members and offshore support staff to perform the day-to-day functions required to support customers.
Coordinate with supervisor to assign daily work duties to team members.
Maintain contractor attendance tracker.
Coach and assist contractors.
Review QA scores with contractors.
Primary point of contact to team members for assistance.
Support supervisors and managers with administrative functions such as PTO, quality and productivity monitoring.
Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
Use provided systems and procedures to monitor quality control for all customer interactions.
Adhere to expected deadlines to ensure minimal backlogs and meet service level
Build brand advocacy and customer loyalty by employing WK values
Flexibility to adjust shift hours with advanced notice.
Work to maintain overall departmental goals and service levels
Performs other duties as assigned by supervisor.
Job Qualifications
Education:
Graduation
Experience:
Previous customer service experience required.
Proficiency in Microsoft Office/Office 365 required.
4+ years of US Voice Support
Experience with CRM systems preferred.
Other Knowledge, Skills, Abilities or Certifications:
Excellent communication and organizational skills
Ability to maintain professionalism and high level of service through difficult customer interactions.
Ability to multi-task and work in a fast-paced environment
Ability to work extended hour shift or flexibility to adjust shift hours with advanced notice.
Fluent in oral and written English
Excellent verbal and written communication skills
Flexible and able to adjust daily routine.
Well organized and able to prioritize a high workload in a team environment.