Customer Service Team Lead - Remote

Overview

The Customer Service Team Lead's role encompasses overseeing a customer service team within a business unit. As the lead, you'll inspire and guide your team to enhance the department's performance. This includes providing coaching and mentoring to team members.

In Short

• Responsible for a team of customer service representatives to ensure SLAs are met around quality and productivity.
• Handle escalated customer inquiries, complaints, and complex issues and provide prompt and effective resolutions to maintain customer satisfaction.
• Monitor and evaluate customer interactions to ensure adherence to company policies, procedures, and service standards and provide guidance to team members for improvement.
• Track SLAs and generate reports on individuals and team deliverables and outcomes and identify areas for improvement.
• Identify process gaps and inefficiencies in customer service operations and work collaboratively with other departments to implement improvements that enhance the customer experience.
• Foster a positive and collaborative team environment, encouraging teamwork, cooperation, and knowledge sharing among team members.
• Collaborate with other departments to gather and share customer feedback, insights, and suggestions for improving products and services.
• Perform other deliverables and outcomes as directed by the company.

Requirements

• A minimum of 3 years of proven experience in leading a customer service operations team in the capacity of a shift or a team leader.
• Outstanding problem solving, critical thinking, communication and leadership skills.
• Maintains collaborative relationships both internally and externally.
• Exceptional customer focus and a commitment to delivering exceptional service.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits

• Flexible work environment with opportunities for travel to Metro Manila.
• Commitment to creating an inclusive and supportive environment.
• Opportunities for learning and career advancement.
• Competitive compensation, perks, and benefits.
• Fun workplace culture with social gatherings and events.