Team Lead

1 month ago

Philippine, Philippines TDCX Remote Work Freelance Full time

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore

Top reasons to work with TDCX

Competitive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coverageWorld-class workspacesEngaging activities and recognition programsStrong learning and development plans for your career growth• Positive culture for you to #BeMore at workEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company, winner of hundreds of industry awards

What is your mission?

Responsible for daily customer relations to support Temu’s vision of providing unparalleled world-class customer service support for all its customers.Oversee all aspects of the customer service experience to troubleshoot processes and procedures including making improvements to customer service qualityManage and resolve complex escalation cases of pre-sale inquiries and post-sale support inquiries via our communication channels, namely email and live chatIdentify and define critical success factors, quality standards, metrics, and vendor SLAProvide daily/weekly/monthly reports for team performance trackingIndependently kickstart or be part of a multi-function team to drive projects with the purpose of cost efficiency or enhancementConduct performance appraisals and provide measurable feedback and suggestions to team members for improved performance through coaching and other similar activities. Formulates and implements employee corrective actions as neededConduct regular team huddles to discuss ways of working, internal and external process changes, performance status, and other relevant updatesWork closely with Learning & Development team to execute training & upskilling plans. In charge of ensuring the agents follow through the SOPs that were set in place. Build the team in line with the mission, vision and targets of TemuAnalyze and interpret KPI related data and execute actions based on the team’s goalsAny other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX

Who are we looking for?

Minimum 3 to 5 years of working experience in the related field is requiredCompleted at least 2 years in college, any fieldFamiliar with the latest e-commerce trendsWillingness to work outside regular hours including weekends if neededThis role requires someone who is innately customer-centric, passionate about creating a great brand experience & understands how customer engagement is crucial for the brand’s growth and loyalty.Must be a great team player with the right attitude to work with our internal teams and external partnersQuick learner and not intimidated by new challengesExcellent English proficiency, preferably native or professional level Excellent proficiency in email writing etiquette (min. B2 in English proficiency)Proven record of success in managing a team of 12 and moreHigh emotional maturity and passion for customer serviceDecisive, action-oriented, results-focused, able to work independently, and able to handle diverse situations Must have a strong understanding of customer experience KPIs and all other contact center metricsDriven and customer-oriented and able with the ability to adapt/respond to different types of characters. You need to be tolerant, exhibit empathy and be patientAble to communicate effectively on both technical and non-technical topics to customers and team members.