Customer Support Team Lead

3 weeks ago

Davao City, Philippines Neo Group Full time

We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you

Main task is to manage English-speaking team members and control + improve the quality of conversations with the customers via the mail channels (chat + email + call)

Your Role:
  • Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
  • Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
  • Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
  • Identify trends and areas for improvement in customer service processes.
  • Collaborate with other departments to ensure a seamless customer experience.
  • Assist in the development and implementation of customer support strategies.
Requirements:
  • Working experience in Customer Support/ Service / Call Center
  • Understanding the key metrics for a customer support team (team and personal metrics): CSAT, SLA, FRT + NRT, HT, NPS and so on
  • Familiarity with tools such as Intercom, Slack, Google Workspace
  • Excellent writing and speaking skills (English)
  • Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support
  • Analytical mindset with the ability to interpret CS performance metrics and implement improvements
  • Strong problem-solving skills and the ability to handle escalations professionally
  • Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus)
Preferred Qualifications (not mandatory):
  • Experience working with global teams across different time zones
Benefits:
  • Remote work opportunity
  • Flexible working schedule
  • Salary and bonuses based on your performance
  • Learning opportunities
  • Career growth prospects
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